Customer Experience Representative- Doraville, GA

Key Responsibilities

• Fulfill both walk-in retail and online order activities
• Input all sales orders taking the process from order entry to pick release
• Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines
• Print delivery notes for the Warehouse Team once pick release process is complete
• Maintain on hold orders and request release on a timely basis to facilitate cut off timeframes
• Address and handle customer issues professionally, leaving the customer with a positive resolution
• Troubleshoot issues within the customer service process
• Aid with complex invoice requests and order entries
• Coordinate RMA requests and facilitate scheduling
• Escalate outstanding credit holds with Credit team
• Liaise with Sales Team to ensure orders are fulfilled
• Manage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary
• Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges
• Work cross-functional to facilitate transfers and escalate problems/concerns
• Escalate any capacity issues to management
• Determine open order requirements and prioritize unloading of containers
• Manage open order requirements and pull/push inventory from other locations, as required
• Reconcile paperwork, daily
• Other duties as assigned

  Requirements

  • High school diploma required; post-secondary education with a focus on business a plus
  • Two (2) plus years of related customer service experience
  • Strong customer service and troubleshooting skills
  • Exceptional conflict resolution, negotiation, and objection handling skills
  • Highly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environment
  • Ability to effectively communicate verbally and in writing
  • Ability to work well under pressure
  • Proven data entry, data editing, and typing skills
  • Demonstrated experience analyzing and resolving customer service and client issues
  • Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
  • Ability to respond quickly in a dynamic and changing environment
  • Ability to build and maintain lasting relationships within various corporate departments with key business partners and customer

  WORKING CONDITIONS

  • Manual dexterity required to operate telephone, computer, and peripherals
  • Interacts with employees, management, and the public at large
  • Repetitive work
  • Walking on hard surfaces may be required (within warehouse environment)
  • PPE (hard hat, vest, steel toe footwear) worn in specific areas within a warehouse environment
  • Overtime may be required
  • Lifting or moving up to 10lbs may be required

  WHAT WE OFFER

  • The base rate for this role is between $23.00 to $29.00 plus team result based performance bonus opportunities
  • Comprehensive benefit package including: Medical, Dental and Vision Insurance, Employer-Paid Basic Life Insurance, AD&D and Short-Term Disability, plus insurances such as Short-Term Disability and Long-Term Disability, Voluntary Accident, and Critical Illness
  • An Employee Assistance Program that you or your dependents can access
  • Generous Paid Time Off and Paid Holidays
  • 401(k) Retirement Plan (with employer match)
  • Internal ongoing educational/training opportunities
  • Competitive compensation
  • Continuous coaching & mentorship