Customer Order Specialist

Major Position Responsibilities and Accountabilities

• Provide troubleshooting and order issue management support to Customer Relations and Partner agents via phone, email and eform.
• Resolve complex order issues, including payment problems, order holds, manager reviews, and customer follow-ups, ensuring accurate and timely processing.
• Learn our order processing system, DAX
• Handle website & DAX questions/issues and report as needed.
• Train on adjusting mail orders in DAX- may include line, personalized, credit card, preferred credit and Christmas card orders.
• Identify problems and seek solutions for order issues prior to entry into DAX (No enclosures, Problem Orders, Etc)
• Train on identifying areas of opportunity and seek solutions in the effort for continuous improvement.
• Train on effectively handling escalated calls from internal and external customers.
• Professionally handle switchboard calls from external customers.
• Train on investigating/responding to product inquires and report appropriately.
• Cross Train in Returns and provide back-up or overflow assistance as needed.
• Maintain department performance standards for productivity and quality.
• Attempt to save sales and/or increase average order size by calling customers on appropriate orders and using new sales techniques while handling orders once trained.
• Resolve backorder issues as notices are received from customers.
• Complete varying projects and tasks as assigned.
• Display ability to work independently and make appropriate decisions.

Required education, skills, abilities, and experience

• A high school degree or equivalent.
• Ideal candidate has customer service experience.
• Paid on the job training will be provided.
• Strong written and verbal communications skills.
• Strong decision making ability.
• Working knowledge of Word, Excel and Outlook applications.
• Be available to work weekends and mandatory extra hours as volume requires.

Other Critical Factors

• Attendance is crucial to the success of our organization.
• Team members need to be dependable and work the shift they are scheduled.
• Be available to work mandatory extra hours as order volume requires.
• Quality and superior customer service are critical.
• Team members must be committed to working towards high customer satisfaction.
• Production standards/expectations are set for each area.
• Team members must complete the required training and meet or exceed production standards in a timely manner.
• Flexibility is essential in any of the jobs or areas within Customer Relations.
• Team members will be expected to move to different areas and work in different processes while maintaining production standards and upholding customer expectations.
• Honesty and integrity is expected from all team members at Silver Star Brands.