Job Goals:

Receive, investigate, and respond to all customer inquiries regarding shipments, products, and complaints. Interact with customers in a positive and friendly manner to ensure high customer retention. Input phone and e-commerce orders and related data into the computer, performing the following duties:

 Essential Responsibilities of the Position: (includes but is not limited to the following)

Communicate with customers by phone regarding orders, returns, and shipments, providing product information upon request. Receive and input orders, ensuring they are filled accurately and in a timely manner. Review e-commerce orders to verify all information is accurate, remove any shipping blocks, make necessary updates, and release orders to the warehouse for shipping. Call customers when necessary to advise of shipment delays or gather information needed to process orders. Answer product availability questions and suggest information about other products and services. Follow through on customer requests as needed. Arrange the transfer of inventory from other Distribution Centers as required. Initiate tracers with carriers. Make changes to or cancel orders/backorders. Initiate orders for replacement parts and/or corrections of errors (such as shortages or wrong items shipped). Maintain and correct the computer's customer file as needed. Perform clerical duties such as filing invoices. Fill out forms and determine charges for requested services. Provide assistance to other distribution centers as needed. Respond to questions about their orders and shipments. Handle all customer interactions in a professional manner. Obtain customer feedback information. Adhere to all company policies and procedures.

 Non-Essential Responsibilities of the Position:

 Perform all other duties and special projects as assigned. Assist other staff members with tasks to ensure the day's business is completed efficiently and timely.