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Located in Tampa, FL
Salary: $20/hour
OverviewThe Retail Customer Experience (CX) Specialist is responsible for the Customer Experience in the retail showroom of the DCs, including order fulfillment activities by walk-in customers and through online orders. This role will be responsible for ensuring orders are processed and fulfilled with excellent customer service, in partnership with our sales and operations colleagues, with a primary focus on assisting all customers - internal and external - in a friendly and expeditious manner and educating customers on alternative solutions/materials as required.ContributionFacilitates quick, customer centric response to daily demands for retail and online order fulfillment, in support of company initiatives. Provide best-in-class customer service, as a clear differentiator from our competitors.Key Responsibilities• Fulfill both walk-in retail and online order activities• Input all sales orders taking the process from order entry to pick release• Enter all sales orders accurately and on a timely basis to facilitate delivery cut off timelines• Print delivery notes for the Warehouse Team once pick release process is complete• Monitor on hold orders and request release on a timely basis to facilitate cut off timeframes• Make sure customer issues are addressed and handled professionally, leaving the customer with a positive resolution• Troubleshoot issues within the customer service process• Assist with complex invoice requests and order entries• Coordinate RMA requests and facilitates scheduling• Escalate outstanding credit holds with Credit team• Liaise with Sales Team to ensure orders are fulfilled• Manage Customer Service levels and ensure quality standards are maintained, escalating issues as necessary• Review Open Order Reports with Distribution Center Manager and anticipate any logistics challenges• Work cross functional to facilitate transfers and escalate problems/concerns• Escalate any capacity issues to management• Determine open order requirements and prioritize unloading of containers• Manage open order requirements and pull/push inventory from other locations, as required• Reconcile paperwork, daily• Other duties as assignedKnowledge and Skills Requirements• High school diploma required; post-secondary education with a focus on business a plus• Two (2) plus years of related customer service experience• Strong customer service and troubleshooting skills• Exceptional conflict resolution, negotiation, and objection handling skills• Highly flexible, with strong interpersonal skills that allow one to work effectively in a diverse environment• Ability to effectively communicate verbally and in writing• Ability to work well under pressure• Proven data entry, data editing, and typing skills• Demonstrated experience analyzing and resolving customer service and client issues• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required• Ability to respond quickly in a dynamic and changing environment• Ability to build and maintain lasting relationships within various corporate departments with key business partners and customers
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