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Corporate Customer Service Lead

3 months ago

Charleston, United States Palmetto Moon Full time
Job Details

Job Location
Corporate HQ - North Charleston, SC

Position Type
Full Time

Description

General Position Summary:

The Customer Service Lead reports to the Customer Service/ Operations Manager and works closely with key internal and external partners. The role is an integral part of the team charged with ensuring customers have an exceptional shopping experience.

Support and deliver top-notch and genuine customer service through a number of daily functions and communication.

As part of its many functions, this role is expected to ensure clear communication to customers on any known issues with online orders, process returns in a timely manner, answer any concerns or questions the customer may have, ensure accuracy on daily gift card activity (both in store and online), and support the overall E-Comm team.

The primary schedule for this role is Monday through Friday, with some rotating weekend shifts. Flexibility is required during peak business times, including scheduled high-traffic weeks/weekends and key business months from November through January.

Essential Functions/Major Responsibilities:
  1. Customer Service Management
    • Maintain a positive and professional attitude toward customers at all times
    • Communicate with customers via telephone and email to provide support and information on products or purchases
    • Respond promptly to customer inquiries
    • Refer advanced cases to management for resolution, providing background information as necessary
    • Assist customers with product replacement due to a defective item, delivery error, packaging error, wrong item received, etc.
  2. Execution of Daily actions
    • Handling Gift Cards & E-Gift Card Inquiries
    • Handling Customer Returns
      • Process exchanges and returns mailed to the Returns Department daily
      • Contact customers for orders that are returned to sender due to an invalid shipping address
      • Follow up with customers who have on-going issues to ensure proper communication and status of return
      • Assist with Online Orders
        • Notify customers and issuing refunds when a product is unavailable
        • Edit and cancel online orders upon customer's request
        • Monitor for potential fraudulent orders and notify E-Comm Operations leadership daily with suspected activity Update shipping addresses that are flagged, contacting customer to verify or update addresses that cannot be validated for delivery
        • Monitor orders that are "awaiting payment" and pushing them through for fulfillment once the payment has fully processed
        • Notify customer about any image issue with a product purchased
        • Monitor orders that are 'out for pick' in Celerant to ensure the order was shipped; if not work with the E-Comm fulfillment team to fulfill the order
  3. Cross Functional Communication and Partnership
    • Communicate and collaborate with E-Commerce team about shipping and packaging issues to improve our operations for a better customer experience
    • Initiate dialogue with E-Commerce Marketing Specialist regarding any product setup issues or customer facing website errors
    • Assist Accounting Team with creating shipping labels to mail refund checks to customers and updating the Zendesk ticket with tracking information
    • Communicate and coordinate with colleagues and other departments as necessary
    • This role will also be trained in all aspects of order fulfillment to assist during busy or peak times
      • Picking
      • Order Staging
      • Shipping/Packaging
  4. Team Leadership/Personal Development
    • Supervise, train, and support other Customer Service Representatives to deliver expected service and communication.
    • Offer follow up and in the moment training or coaching as needed
    • Continuous self-education on current and new products/vendors in order to have a working knowledge sufficient to assist customers.


Qualifications

Job Conditions:

Job may require hours that exceed 8 per day and/or 40 per week during peak season, events or rush projects. Job pressure exists in the balancing of a variety of projects and deadlines. Physical ability to use telephone, computer hardware/software including keyboard, type, sit, and stand for extended periods of time, and occasionally lifting/carry up to 40lbs.