Answer all customer/ consumer calls, e-mails, and inquiries via web portal and assist with issue resolution.
Oversee and assist call center associates.
Log all calls on tracking file and ensure follow-up where necessary.
Interact with customers regarding order placement, tracking, pricing, and returns
Provide 'Tier 1' support for technical issues and escalate to the appropriate team member or department as needed

Create RGA's for customer returns.
Issue consumer replacement parts orders as requested
Place orders, provide tracking and create invoices.
Provide a single point of customer contact for support issues.
Respond to customer reviews
Enter orders for product samples & employee purchases as requested by other staff members.
Create and maintain Standard Operating Procedures for all aspects of the job.
Maintain monthly reporting and provide quality reporting as needed.
Facilitate cross training to other team members.
Identify problems and take corrective action by communicating with co-workers and management.
Manage customer related projects as necessary to assist management.
Ensure all follow-up communication is made in a timely manner.
Attend training as necessary.
Work overtime as needed.
Other duties as required by management.
Reports to the Senior Supply Chain Manager

Competencies

Strong interpersonal skills; verbal and written as well as strong customer relationship skills.
Ability to understand and explain technical details to non-tech savvy customers.
Demonstrate effective problem solving and analytical skills.
Proven ability to multi-task in a fast-paced environment.
Ability to work without supervision, recognize and communicate issues, and propose resolutions.
Work effectively with all members in a team setting.
Convey willingness to learn.

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