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Customer Service Representative

2 months ago

Irving, Texas, United States Express Employment Professionals - Irving (Dallas Metro) Full time
{"Job Overview": "We are seeking a detail-oriented and customer-focused professional to join our Fulfillment Operations team. The ideal candidate will be responsible for managing customer inquiries, resolving issues, and ensuring that our clients receive timely and accurate information about their orders. This role is critical in maintaining high levels of customer satisfaction and operational efficiency.", "Key Responsibilities": "
  • Customer Support: Respond to customer inquiries via phone, email, and chat, providing prompt and accurate information about order status, shipping details, and product availability.
  • Issue Resolution: Investigate and resolve customer issues related to order discrepancies, shipping delays, and product returns, ensuring a positive customer experience.
  • Order Management: Monitor order processing to ensure timely fulfillment, coordinating with warehouse and logistics teams to address any potential delays or issues.
  • Data Entry & Documentation: Accurately record customer interactions, issues, and resolutions in the company's CRM system to maintain a clear and comprehensive history of each customer account.
  • Process Improvement: Identify recurring customer issues and suggest improvements to fulfillment processes to enhance overall efficiency and customer satisfaction.
  • Performance Metrics: Track and report on key customer service metrics, such as response time, resolution time, and customer satisfaction, to continuously improve service quality.
  • Collaboration: Work closely with the operations, warehouse, and logistics teams to ensure smooth coordination and communication across departments.
", "Qualifications": "
  • Experience: Minimum of 2 years of experience in customer service, preferably in a fulfillment or e-commerce environment.
  • Skills: Strong communication skills, both verbal and written, with the ability to handle customer inquiries in a professional and empathetic manner. Technical Proficiency: Proficient in using CRM systems, order management software, and other related tools. Experience with WMS (Warehouse Management Systems) is a plus. Problem-Solving: Excellent problem-solving abilities, with a proactive approach to identifying and resolving issues. Attention to Detail: High level of accuracy in data entry and documentation. Team Player: Ability to work collaboratively with cross-functional teams to achieve common goals. Customer-Focused: Passion for delivering exceptional customer service and building strong customer relationships.
  • Education: High school diploma or equivalent required; bachelor's degree in business, logistics, or a related field is preferred.
", "Benefits": "
  • Competitive salary
  • Health, dental, and vision insurance
  • Paid time off and holidays
  • Professional development opportunities
", "Language": "en"}