Distribution Center Customer Service Agent

Autozone
Job Description
RESPONSIBILITIES:
- Consistently use Genesys Workspace to field, track, and accurately record notes on all incoming telephone calls and e-mails from DataZone, stores, shippers, vendors, and other third parties according to standard Fulfillment Center operating procedures
- Immediately execute and record DataZone and other stakeholder fulfillment issues, including but not limited to reships, NDD rerouted orders, orders requiring IT support, and outside buys.
- Achieve set KPIs established by eCommerce and Supply Chain
- Leverage multiple software and hardware tools to locate the necessary information to answer questions, solve problems, and fulfill both eCommerce and VDP orders
- Work in a high-paced and multi-tasking environment and maintain focus and professionalism at all times
- Apply critical thinking skills to resolve problems
- Route calls to appropriate resources and escalate issues to appropriate parties
- Accurately categorize and record DataZone contacts and review interaction history while communicating with DataZone agents to resolve the problem
- Identify and troubleshoot issues and escalate to appropriate stakeholders
- Assist DataZone Call Center and Store Support Center in immediately researching and responding to escalated issues regarding customer orders
- Support fulfillment and post-fulfillment activities on the floor as directed
- Other fulfillment Center standard duties may be assigned as needed
REQUIREMENTS:
- High school diploma or equivalent (G.E.D.), may include specialized or vocational courses
- Knowledge of customer service practices and principles
- Excellent time management skills
- Excellent data entry and typing skills with acute attention to detail and spelling
- Expert proficiency in CSC (ATG), SMS, ecPick Menu, ecPOS, transfers, and returns
- Proficient in using all browsers including Chrome, Firefox, and Internet Explorer
- Working knowledge of Microsoft Office, especially Outlook, Word, and Excel
- Must be willing to work a flexible schedule (schedules may vary)
- Level of Experience: 1-2 years of call center experience preferred
- Type of Experience: automotive, retail, warehouse, eCommerce, technical
To apply for this job please visit careers.autozone.com.