Serialized Customer Service Analyst

5 days ago

West Columbia, United States Palmetto State Armory Full time
JOB PURPOSE

The Serialized Customer Service Analyst handles customer inquiries and complaints with the highest degree of courtesy and professionalism to resolve outstanding issues. This position provides alternative solutions where appropriate for sales orders, returns, and/or repairs with the objective of retaining customer's business. Serialized Customer Service Analyst demonstrate continuity by ensuring all platforms and systems are updated as required that provides data for further analyzing. This position utilizes critical thinking skills, as well as decision making skills for prompt resolution that has a positive ending result for the customer and the company.

DUTIES AND RESPONSIBILITIES

  • Responsible for providing real time information regarding sales orders, repairs and returns to the customer.
  • Provide "One Call" resolution to customers who have additional needs regarding their order, replacements, or accessories.
  • Continually maintain working knowledge of all company products, services and promotions and proactively seek out further training and knowledge base if needed.
  • Ensuring a proactive approach is taken in corresponding with customers regarding any order they may have.
  • May be required to work in one or multiple queues/skill sets over various customer contact channels, including email, chat, and phone, depending on the customer needs.
  • Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real time prior to escalating any customer to a higher level.
  • Provide daily reports and/or any applicable information regarding duties performed, including escalations, returns and/or repairs, fix-its, or refunds to CS Manager and/or Supervisor.
  • Prioritize customer's orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, up to escalation, if needed.
  • Continuously demonstrate willingness to assist in all aspects of our customer life cycle upon completion of training.
  • Process customer returns by checking firearm(s) in Orchid and NetSuite
  • Reship customer orders if needed by following SOP for NetSuite and Orchid
  • Reach out to FFLs to purchase firearms that are needing a refund instead of returning to PSA.
  • Assist in researching issues that occur within serialized warehouse, including audits.
  • Updating Magento, Orchid, and NetSuite with new FFLs as they come in and prioritizing the orders to service the customer.
  • Allocate customer returns to store locations after processing return.
  • Responsible for generating UPS exception report for packages that are showing no movement or intercepted and problem solving the case for the customer.
  • Filing UPS claims for serialized product and following up with the FFLs to confirm delivery.
  • All other duties, as assigned.

QUALIFICATIONS

Required Qualifications include:
  • Two years of call center experience
  • High School Diploma or equivalent
  • Proficient experience operating a computer in several different platforms.
  • Excellent oral, written, and leadership skills.
  • Time management & organizational skills are essential.
  • Maintain confidentiality as required.
  • Two years of call center experience
  • Experience with CRMs
  • Microsoft Office, Google Suite

Preferred Qualifications include:
  • Firearms experience
  • ATF Compliance knowledge
  • PSA Manufacturing experience

WORKING CONDITIONS

While performing the duties of this position, the employee is subject to a typical office environment, including heavy PC and phone usage. Work is performed in an open office environment. The noise level in the work environment is usually moderate. Specific job assignments may require day, evening, weekend or holiday hours. Overtime may be required based on workload. Additional training may be required based on business needs.

PHYSICAL REQUIREMENTS

Heavy PC and moderate phone usage. Sitting for long periods of time. Occasionally lifts from floor to waist up to 10 pounds, carries up to 10 pounds and walks or stands.

DIRECT REPORTS

N/A.

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