Senior Customer Service Rep/Supervisor Zip-code 77029

4 weeks ago

Houston, United States RCS Personnel, LLC Full time $20
Job DescriptionJob Description

Our fast-growing company is looking to hire a highly organized and experienced Senior Customer Service Rep / Supervisor who will be responsible for order processing, shipment, and ensuring excellent customer service. The ideal candidate for this position has previous management/operational/warehouse experience working in a customer support setting and can provide excellent customer service including answering questions about product features, helping customers troubleshoot any issues and providing relevant information to help resolve any potential problems. Senior Customer Service Rep will proactively reach out to customers with abandoned carts, train new employees, process purchase orders, handle escalations, resolve tickets, and update shipping tracking . The Senior Customer Service Rep will also manage resources, warehouse operations, improve email marketing and inventory systems, and work with upper management to improve business operations and profitability.

Duties:

  • Support and respond to customer service inquiries including answering phone calls, answering emails, answering chat, order processing, order fulfillment, managing customer inquiries, providing quotes, and processing purchase orders.
  • Collaborate with customer service representatives and warehouse personnel to efficiently process orders and address shipping requirements.
  • Handle customer purchase orders in QuickBooks by confirming orders, generating invoices, and sending them upon shipment.
  • Add tracking to the order when its available from shipping carrier
  • Manage and Resolve Operational Tickets
  • Handle/Manage Returns and Freight related issues
  • Proactively reach out to customers who have abandoned their online shopping carts, in order to assist them in completing their purchases and provide any necessary support.
  • Assist other customer service representatives including providing guidance, coaching, training, motivating, and performance feedback. Ensure that the team is providing excellent customer service, consistency, and resolving customer issues in a timely and efficient manner.
  • Manage company reviews on different platforms including marketing places, websites, and search engines.
  • Create and maintain a positive/effective work environment for all employees. Need to prioritize and assign tasks based on time of day.
  • Implement cost-saving strategies to minimize employee and operational expenses.
  • Proactively boost sales by engaging with customers who have not placed orders in recent months or are exploring credit terms with the company.
  • Manages resources such as staff, equipment, warehouse, and technology to ensure that customer service operations run smoothly.
  • Responsible for assisting employees in fulfilling orders and ensuring timely completion, while also monitoring productivity, addressing issues, and identifying areas for improvement in the event of employee absence.
  • Ensure that the workplace is clean and organized, and that all supplies and equipment are available and in good working condition.
  • Handle escalations from customers who are not satisfied with the service provided by the CSR team or any operational issues.
  • Oversee warehouse operations includes tasks such as cleaning the warehouse, packaging loose cases, and maintaining warehouse organization.
  • Manage and optimize email marketing and inventory system.
  • Assists in creation of digital marketing projects including product videos and images.
  • Work with upper management to develop and implement strategies to improve business operations and profitability.

Job Type: Full-time

Expected hours: 35 – 40 per week

Shift: Morning shift- NEVER WORK PAST 5:00 PM Monday - Friday

Company DescriptionRCS Personnel is a staffing company who works with customers seeking to fill their skilled, light industrial and administrative positions. We offer terms from temporary, temp-hire & direct hires. Visit one of our branches to see how we can assist you.Company DescriptionRCS Personnel is a staffing company who works with customers seeking to fill their skilled, light industrial and administrative positions. We offer terms from temporary, temp-hire & direct hires. Visit one of our branches to see how we can assist you.

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