What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE) position at Navy Exchange Service Command?
**Job Summary:**
The individual in this role is tasked with delivering knowledgeable, courteous, and professional service and assistance to NEX customers and stores through telephone and email communication. This position reports to the Customer Contact Center Supervisors.
**Duties and Responsibilities:**
- Respond to inquiries and assist customers and stores via phone and email, including online and phone orders.
- Maintain appropriate documentation for customer orders while adhering to Personally Identifiable Information (PII) and Payment Card Industry (PCI) compliance requirements.
- Provide friendly, professional, and personalized customer service at all times.
- Manage challenging customer situations by promptly addressing customer needs and resolving issues in a cost-effective manner while maximizing customer satisfaction. Escalate unresolved issues to a supervisor as necessary.
- Accurately capture and interpret customer information, updating the customer database with required changes.
- Prepare and send email correspondence in line with the Standard Operating Procedures (SOP) established by the management team.
- Track orders and provide delivery status using multiple manifest systems and other tracking methods, including external services such as DHL and FedEx.
- Analyze problems and propose solutions, communicating in a professional manner with clarity and utilizing strong verbal and written communication skills. Handle customer inquiries and complaints with tact and professionalism.
- Provide assistance regarding product information and warranty-related issues, while maintaining an understanding of Uniform regulations, Keep it New (KIN) plans, and NEXCOM's policies and procedures related to returns.
- Serve as a liaison among merchants, store personnel, distribution and accounting staff, vendors, and other business partners as necessary.
- Stay informed on product promotions and systems developments, and maintain a comprehensive understanding of current NEX policies and procedures.
- Adapt easily to change while working in a 24/7 environment, demonstrating flexibility to meet unexpected demands. Collaborate as part of a motivated customer service team, welcoming feedback and contributing to team spirit. Assist team members as needed.
- Work evenings, weekends, holidays, and overtime as required.
- Operate under the general supervision of designated supervisors, executing work independently within established policies and procedures. Performance will be evaluated in terms of efficiency, accuracy, conformance, and compliance with PII, PCI, ASER, and other written policies, procedures, and instructions.
- Adhere to prescribed telephone and email etiquette scripts, employing the Standard Operating Procedures defined by management.
- Process orders for authorized patrons in accordance with the Armed Services Exchange Regulations (ASER).
- Perform other related duties as assigned.
**GENERAL EXPERIENCE**
Minimum of one year of responsible experience in a customer contact center or any role demonstrating the applicant's ability to perform effectively in the position being filled.
**SUBSTITUTION OF EDUCATION FOR EXPERIENCE**
Completion of college-level coursework at a university or junior college beyond high school may be considered as a substitute for experience, with one-half academic year of study equating to six months of experience. At any level, specialized experience may also be substituted for the required general experience.
**SPECIALIZED EXPERIENCE**
Minimum of one year of progressively responsible experience in a retail call center or a related sales environment, performing duties that align with the core responsibilities of the position to be filled.
