Customer Care and Order Entry Agent

Provide best in class support to customers with complaints and inquiries by providing accurate information about product, services, and purchase order details. Identify and diagnose issues efficiently and accurately in order to achieve a high level of customer satisfaction.

• Manually process purchase orders in an ERP system
• Gather shipment details and update customers as required.
• Respond to general customer inquiries; escalate to appropriate team members when necessary.
• Process Return/Refund requests in an ERP and Logistics system (UPS/FedEx) • Execute appropriate solutions, alternatives, and follow up to ensure resolution on issues.
• Creating visibility, and transparent communication internally and to customers with CRM (Salesforce).
• Communicate regularly with the Customer Service Manager to provide updates on workload, scheduling, and any pertinent data that may affect regular business.
• Help define, build, and maintain workflows within the platform to improve, operationalize and streamline relevant processes across different teams.

Requirements

• Flexible/Staggered business hours for nationwide coverage
• Razor sharp eye for detail and excellent knowledge of data management, creativity in problem-solving and multitasking.
• Excellent written and communication skills, with ability to communicate to all levels of the organization.
• Exceptional organizational skills with ability to prioritize, work with competing deadlines, and ability to adapt to change.
• Proven experience with problem solving skills to deliver highest level of service excellence.
• Ability to work both independently and as part of a best-in-class team.
• Self-motivated, ability to thrive in a fast-moving, and constantly evolving environment
• Enthusiastic about delivering an exceptional brand experience and passionate about customer satisfaction and loyalty