Job Description

Job Summary:
We are looking for a passionate and energetic customer service focused leader to communicate with customers, couriers, internal departments and other reps on the floor in regard to Support Team functions. This individual will work closely with the rest of the support team and under the direct supervision of the Support Team Lead to identify areas of need within the department they can assist in. Support team areas of focus include exports, claims, dropships, AERs, freight, reship recovery/OMS errors, billing, and returns. The ideal candidate is organized, resourceful and has proven effective communication, mentoring and problem-solving skills with the ability to quickly perform.

Roles and Responsibilities:
  • Able to handle large volume orders, backorder swaps, orbital payment captures/voids, and secure payment processes
  • Willing to order manage from the moment an order is placed by a customer to the point of delivery, identifying customs issues, import thresholds, warehouse allocation and trends
  • Manage and track FedEx/OnTrac/ DHL Claims, reships, re-routes, call tags and other issues for customers
  • Process warehouse returns and use Gotham to look up returns for floor reps
  • Ability to identify CSC errors and methods of correcting those orders
  • Implement and monitor contact center standards to ensure comprehension of company policy
  • Communicate with various parties to ascertain the status of customer’s orders, communicate with the customer directly and notate order.
  • Identify Customer Service related updates, and communicate to the department. Update any necessary documentation within the knowledgebase. Identify how any updates will affect the department’s metrics and if any compromises need to be made
  • Quickly identify workarounds within the CSC when errors occur and also be able to recognize impact level and escalate accordingly
  • Help out with customer contacts as needed to ensure that we meet our quarterly metrics as a department
Education and Experience:
  • High school education or equivalent
  • Have not have had any disciplinary infractions within the last 90 days prior to applying
  • Must be meeting current level expectations
  • Have substantial knowledge of Customer Service information, systems, and operations
  • Excellent customer service skills, able to help customers in a friendly and helpful manner as well as keep composure and positive attitude with dissatisfied contacts
  • Display advanced proficiency in Microsoft Office products, with a concentrated focus on Excel
  • Strong time and task management skills with a proven ability to delegate and communicate across multiple channels, including email, and phone
  • Proven ability to problem solve
  • Consistently display and adhere to the core values while upholding a customer focused culture within the center
  • Exhibit an industry knowledge of health, fitness and bodybuilding
  • Strong ability to retain confidential information pertaining to customer information
  • Ability to calculate figures and amounts
  • Excellent communication skills; both written and verbal
  • Must have flexibility to work all shifts
Physical Demands - The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and or stand; have extensive use of the computer.
What You’ll Love About Us:
  • Health Benefits: provides comprehensive medical, dental, wellness, and vision plans for you and your family
  • Financial and Savings Programs: Whether it’s flexible spending or competitive retirement plans, we work with you to capitalize on total compensation now and into the future
  • Global Diversity, Inclusion, and Belonging: We fully embrace and advance a diverse, inclusive global workforce with a culture of belonging that leverages the backgrounds of all to cultivate a higher performing organization is an Equal Opportunity Employer. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

Application Instructions

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