What are the responsibilities and job description for the Customer Service Representative position at Michael Aram Logistics?

Job Description

Michael Aram Inc is looking for a dedicated and knowledgeable Customer Service Representative to join our team, focusing on both wholesale and web customers. The ideal candidate will have expertise in customer service best practices, with at least 3 years of experience in retail customer support call center or a sales environment, and be well-versed in using Zendesk, Shopify, and SAP systems to support our customers effectively.

If you have a passion for delivering exceptional customer experiences and possess the technical skills needed to support both wholesale and online customers, we encourage you to apply.

KEY RESPONSBILITIES :

Customer Communication : Respond to inquiries from wholesale and web customers promptly and professionally via email, or phone. Provide clear, accurate, and timely information regarding products and orders.
Order Troubleshooting : Identify and resolve issues related to customer orders, including missing or incorrect items, delays, and payment problems. Coordinate with relevant departments to ensure swift resolution.
Returns and Exchanges : Manage and process return and exchange requests, ensuring compliance with company policies. Facilitate the exchange or return of products and ensure customers are satisfied with the resolution.
Zendesk Management : Use Zendesk to track, manage, and resolve customer support tickets. Maintain organized and detailed records of customer interactions and issues.
Shopify and SAP Support : Assist customers with navigating Shopify-based online store purchases and provide support related to order tracking, payment inquiries, and shipping. Utilize SAP for order management and to ensure accurate processing and delivery.
Problem Solving : Proactively address and resolve any customer concerns, complaints, or product issues with a focus on customer satisfaction and maintaining positive relationships.
Knowledge Sharing : Stay up-to-date on products, product offerings, promotions, and company policies to provide accurate information to customers and assist in training team members as needed.

QUALIFICATIONS :

At least 3 years of customer service experience in retail / sales / call center environments.

Strong experience in customer service, with a focus on web and wholesale customers.

Proficiency in Zendesk, Shopify, and SAP or similar systems preferred.

Excellent problem-solving and critical thinking skills.

Clear, professional, and empathetic communication skills.

Strong attention to detail and the ability to multi-task in a fast-paced environment.

Experience with returns and exchanges processing is a plus.

Ability to work collaboratively within a team while also being self-motivated and accountable for individual tasks.

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