What are the responsibilities and job description for the Order Processing Specialist – Domestic Vendors position at Lamps Plus?
As a condition of employment, employees must provide and maintain High-Speed Internet connection that meets Lamps Plus requirements at all times to maintain employment. Employees who are unable to provide and maintain required internet service that meets our specifications may be terminated from their employment at Lamps Plus.
We are seeking an Order Processing Specialist- Domestic Vendors to accurately and efficiently expedite the process of internet customer orders. In this role, you will serve as a liaison to the Internet Customer Service and Sales Teams.
Job Description:
- Handles Lamps Plus.com, Pros.com, and Kiosk escalated domestic vendor related inquiries and processes requests per department guidelines.
- Serves as an information base for product availability, shipping status, and other specific customer problems regarding internet customer orders.
- Interfaces with vendors, department personnel and customers with phone and email communication.
- Communicates with Management on vendor issues, addressing programming glitches, backorders, and any domestic product and delivery conflicts.
- Coordinates order fulfillment, shipping and receiving of internet customer orders between our vendors and freight companies.
- Interfaces with domestic vendors on product availability, estimated time of deliveries, shipping status and inventories on a daily basis.
- Runs reports to review open orders needing status.
- Checks daily with domestic vendors on shipping delays.
- Sends customers emails on status of their orders in past due status.
- Updates orders with shipping information immediately once order ships.
- Notifies customers and sales teams by email or phone regarding shipping delays, discontinued products, and offering alternative stocking products.
- Prevents cancellations by working with the vendor and sales teams to ensure any cancellation requests with available products are saved and potential backorders do not result in cancellations.
- Contacts vendors on customer cancellations within 24 hours, and follows up daily to ensure vendors have confirmed cancellation and notes all orders with updates.
- Works on daily assigned reports, dashboards, email queues, and escalated tickets. Updates orders’ data and notes on orders with attention to detail and accuracy.
- Responds to tickets and queues same day with a resolution within 2 days from initial request. Insures emails are given priority and updated in a timely manner by emailing or contacting customers to resolve customer problems.
- Coordinates the shipping and receiving of internet customer orders and coordinates deliveries to the customer or stores; investigates non-deliveries, resolves problems and expedites proper delivery.
- Interfaces with buyers on product availability, product information, cost, product deliveries, and inventories on a daily basis.
- Updates product information, cost, and retail of special order sku’s.
- Performs other duties as assigned by management.
Job Requirements:
- Minimum 2 years in a Customer Service or Retail environment.
- Must be proficient in English, both verbal and written.
- Must be computer literate and able to navigate through programs and windows.
- Must be able to articulate details to customers in a professional manner.
- Must be able to follow direction.
- Must be able to communicate calmly under pressure.
- Must be able to multi task, i.e. talk on the phone and type notes at the same time.
- Must be creative and able to think on your feet to resolve customer related issues.
- Must be reliable and be able to work a flexible retail schedule including evenings and weekends.
- Must pass security background check.
- Position requires continuous sitting.
Internet Connectivity Guidelines
- Must maintain a dedicated business class internet connection.
- Cable connection is required and must be high speed business class internet.
- If available, request a dynamic modem for cable.
- Speeds of at least 15 MBS down/5 MBS up are required.
- Cable modem or DSL router must be provided by carrier.
- Cable modem must be set up in bridge mode.
- DSL router firewall must be disabled.
- Wi-Fi, firewall and ALG must be disabled from the dedicated business class internet connection.
Equipment
The Lamps Plus Computer Support team will supply you with the following hardware:
- Modem
- Wyse terminal (computer)
- Monitor
- Phone and headset
- Other miscellaneous equipment
Lamps Plus is an Equal Employment Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States; however, we are not able to sponsor visas for this role.
Pay Rate: $17:00 - $19.00
Salary : $17 - $19
