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

Distribution Center Customer Service Agent