Ensuring customer satisfaction through receiving, fulfilling and relaying customer requests to the appropriate channels in order to resolve customer issues.
This position will ensure customer satisfaction, customer support and attention to customer needs.
Conforming to the corporate mission, vision and values.
Meeting targets and goals set forth by the Customer Service Manager in the most efficient and effective way.
Reporting to Customer Service Manager the existing workloads, progress of assignments, priorities, risks and issues.
Ensuring that documents and reports are entered correctly, efficiently and in a timely manner.
Meet all KPI's required
Identifying customer needs and determining the correct way to resolve requests.
Partner with Account Managers and Sales Representatives in order to increase customer satisfaction.
Documenting all customer interactions in CRM.
Communicating with customers in a clear and concise manner.
Reporting customer requests, issues and resolutions to the Customer Service Manager.
Entering customer orders.
Creating RA's for customer memo returns and repairs.
Process all stock balancing returns
Review and release retailer and B2B Sales Rep orders
Back up to Live Chat/Concierge Specialist
Providing feedback to management on customer satisfaction, product quality, and program and campaign acceptance.
Prepare and process stock balancing returns
Assist SOD Specialist in the processing of custom order designs
Assist Production Supervisor in special pricing of orders
Work with major Gabriel accounts by providing white glove service
Oversee all 180 day memo programs including entering orders, handling returns and monthly billing
Assist in training new CSRs
Performing special duties as assigned.
High school degree or equivalent experience.
3-5 years previous customer service experience, preferably within the jewelry industry.
MS Office; Word, Excel, Outlook, Custom ERP system.
Communicate effectively both orally and in writing for the purpose of interaction with customers and report writing.
Ability to identifying and resolving customer needs.
Excellent organizational and time management skills.
Excellent telephone communication skills.
Demonstrate an ability to thrive in a highly visible fast paced environment, managing multiple conflicting priorities.
Strong quantitative and analytical problem solving skills.
Dedication, goal oriented and ability to meet strict deadlines.
NB Applicant must be authorized to work in Canada (International applicant will not be considered for this job)