Client Services Representative

• Sort through customer emails, analyze the request and process thru the designed course of action
• Contact customer directly through phone or email to collect information for order processing
• Manually enter orders into appropriate system following the protocols set by management
• Effectively document all communications made with customers while resolving or escalating issues in a timely fashion.
• Effectively communicates difficult/sensitive information tactfully to customers
• Research and resolve inquiries and complaints, including escalated calls, to ensure customer retention and satisfaction
• Assists supervisor with tracking KPI's and SOP's and keeping them up to date
• Communicates with other Dept. & management to resolve problems and expedite work
• Experience with Commerce Hub, SPS and major retailers such as Kohl’s, Target, Wal-Mart, Bed Bath Beyond and other major retailers a plus
• Will be responsible to keep all customer compliance and routing guides up to date
• Navigate thru major retailers routing guides to determine specific requirements which apply to process their orders
• Ability to communicate effectively to a variety of audiences
• Able to work with client specific websites to monitor and process daily orders meeting the delivery time specifications

Key Responsibilities

• Previous customer service/call center and (or) data entry experience preferred
• Typing skills at 25-30 WPM are necessary
• Computer proficiency with MS Office (Word, Excel, and Outlook), Internet is required
• Experience with AS400-ASW system is helpful

Skills, Knowledge & Expertise

• High School Diploma required
• Minimum of 2 years call center/customer service experience is preferred