Summary:
Coolgear Inc., an e-commerce based provider of computer hardware and USB accessories, is seeking a Customer Experience Specialist to serve as a hub between Coolgear’s online customers and our Shipping, Purchasing, Accounting and Technical Support departments to provide a great end-to-end purchasing experience. This hybrid customer service/order processing/administrative role ensures all internal stakeholders have the information they need to consistently exceed customer expectations.
Responsibilities:
- Maintain ongoing communication with online customers via inbound and outbound phone calls, emails, live chats, and customer support tickets. Escalate and/or redirect calls/tickets/chats to applicable departments as needed.
- Respond to customer inquiries regarding inventory availability, quantity pricing, purchasing instructions, order statuses, return/refund requests, and other similar matters.
- Team up with the shipping department to review online orders and ensure accuracy of all information; contact customers to resolve any issues pertaining to their orders.
- Review order requirements and confirm inventory availability; if needed, identify potential product substitutions, offer partial quantities, and/or request inventory replenishment.
- Coordinate with the purchasing department as needed for any large quantity orders, out-of-stock items, production lead times, estimated delivery dates, etc.
- Review various internal reports to identify and resolve any order processing issues, system errors, delivery exceptions, or other internally identified problems.
- Reconcile Amazon FBA shipments and handle related tasks on the platform.
- Perform administrative tasks, including cancellations, refunds, office supplies replenishment, carrier bill reconciliation, invoice payments, support for PayPal, and other tasks that are assigned.
- Maintaining CRM Cleanliness.
- Create, edit and update SOPs to accurately reflect current processes and best practices.
- Consistently and proactively explore avenues to enhance operational efficiency and elevate the customer experience.
Requirements:
- 1-2 years’ experience in administrative assistance, customer service, and/or online order fulfillment.
- Experience with ShipStation (shipping software), Zoho SalesIQ (live chats), Zoho Desk (support tickets), USPS/FedEx/UPS/DHL shipping, Amazon Seller Central, Paypal and/or similar systems strongly preferred.
- Strong verbal and written communication skills are essential to success.
- Ability to interact with all customers, internal and external, effectively with tact and diplomacy.
- Ability to confidently and effortlessly maneuver back-and-forth between multiple applications and programs while maintaining seamless communication with customers about their needs.
- True desire to proactively satisfy the needs of our customers in a fast-paced environment (i.e., pride yourself in answering customer questions before they even think to ask them).
- Outstanding organizational skills, an eye for detail, and proficiency in managing multiple, simultaneous projects in a precise and thorough manner.
- Ability to work independently and collaboratively within a team environment.
- Must be self-motivated with the ability to prioritize and handle multiple assignments.
Job Type: Full-time
Pay: From $18.00 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- No weekends
Work setting:
Application Question(s):
- In what city and state do you currently reside?
Ability to Relocate:
- Clearwater, FL 33760: Relocate before starting work (Required)
Work Location: In person