Job DescriptionCandidate must be local and be onsite 3 days a week. The 3 days required onsite is dependent on business need, the manager will set those days.
Department OverviewChannel Operations mission is to ensure that the right product gets to the right place at the right time.
Position OverviewThe Customer Service Specialist role is dedicated to providing the highest quality of customer support by offering full time phone coverage, managing numerous daily activities, and participating in internal and external departmental projects. The role of Customer Service is critical to the daily operation of the organization. It is imperative that Customer Service employees are dependable, discreet, discerning and flexible.
Key Responsibilities:
Provide a high level of customer serviceAct in accordance with company policyProvide full time phone coverage (shift to be determined by management)Suggest new programs and or projects to promote customer serviceDetermine appropriate action to take to resolve customer issuesDetermine when it is appropriate to escalate customer issues to managementWork with Finance, Product Distribution and Customers to resolve disputesAct as customer advocate in investigating and responding to complaints while suggesting necessary process improvements to avoid recurrenceStay informed of current industry practices / trendsParticipate in the development and maintenance of department defined quality standards and measuresMaintain effective and timely communication with team members as well as the supervisor regarding departmental issuesSupport corporate valuesRemain flexible to ever changing customer needs and requirementsOrder Management
Process customer orders accuratelyReview inventory to determine appropriate customer order commitment.Maintain follow up on customer order issues.Interact with key customer purchasing personnel to advise of order statusEnsure adherence to appropriate laws, regulations and programsAdminister Customer Return Process
Act as a liaison between customer, third party provider and to facilitate customer returns.Ensure accurate posting of credits and debits in accordance to policyEnsure timely turnaround of customer authorizationsSupport Sales initiatives
Participating in the product launch process to ensure a positive outcomeAdminister special programsWork As Part Of An Effective Team
Support team decisionsRespect diversityBeing flexible with assigned scheduleHave the ability to adapt to a constant changing environmentAbility to work through conflicting, delayed or ambiguous informationActively Participate in various team initiatives; Lean Daily Management, etc.The successful candidate will demonstrate key competencies listed below critical to this role:
Decision Making - Thinks through problems clearly and logically; is decisiveTechnical and Business Expertise - Applies emerging knowledge and trend; builds strong relationships; contributes expertise within and beyond assigned areaCommunication - Listens well, expresses ideas fluently and logically, is open to input and feedbackTeamwork and Collaboration - Creates an atmosphere of openness and trust; collaborates, offers support and encouragementAchieving Results - Is goal-directed and persistent; is accountable for meeting commitments, recognizes the contributions of peersPay ranges between $20-25/hr based on experience. The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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