Customer Service Associate

Duties and Responsibilities:

Ongoing Duties:

• Working and coordinating with India Team regarding Customer Queries and other everyday duties
• Looking into all aspects of Customer Service tasks and making sure everything is done in a right way

1. Solving eBay feedback notification and Contact Customers re: Negative Feedback (eBay)

2. Adding P21 customers and uploading Tax exempt certification on ECM (as an when needed) and updating Magento for tax exempt

3. Check LTL Order Shipments

4. Review and Release Payments via Magento /Authorize.Net

5. Check and email customers of Suspected frauds

6. Check Awaiting Payment (Ship Station) and Release Orders

7. Call to Confirm Physical Address (PO Box Orders)

8. Contact Customers re: Backorders and Substitutes

9. Process Purchase Orders as Needed

10. Convert Quote to Order

11. Execute Order Refunds and Cancellations

12. Perform Credit and Re-Bill as Needed

13. Send/File Credit Applications and Tax-Exempt Forms and upload in Teams

14. Answer Phone Calls / Phone Orders

15. E-mail Team to upload re: Production Processing and acknowledge Production Processing was Executed (E-mail)

16. E-mail Team to upload re: In stock items received from Supplier via P21 Alert

17. Acknowledge Customer Service Daily Report (Rakesh)

18. Acknowledge Prophet 21 Order Entry (Day Shift and Night Shift)

19. Acknowledge All Incoming POs via E-mail/P21

20. Create Manual (Ship Station) Tasks as Needed

21. Remove from all online marketplaces and website any out of stock items/ discontinued items

22. Enter Sample Requests in Excel Sample Log

23. Respond to Live Chat Queries

24. Respond to Zendesk Queries via Pending Tickets and assist team if any questions

25. Work with WT Purchasing and Shipping

26. Contact WT Quality Department re: QC Issues

27. Contact WT Purchasing Department re: Product Lead Times

28. Request Production of Out-of-Stock Stretch Wrap

29. Request POs for Industrial / Gloves / Safety / Medical Items

30. Release Transfer Requests

31. Request Move to Pickable Bin

32. File claim with LTL Carriers as Needed

33. Coordinate Customer Claims with Designated Carriers

34. Check for UPS Claims

35. Adding new product additions in Auto Order and Mind Harbor as an when needed

36. Continue to make all necessary addition/subtractions from auto order and Mind harbor cross references as well as submitting any needed map requests

37. Forward Warm (PLT Qty) Leads to PMD Sales Team

38. Various P21 Tasks:

a. Check and Clear Disposition

b. Requesting New Customers/Accounts

c. Requesting New Ship to IDs

d. Releasing Orders on HOLD status

e. Contacting Customers re: RMAs (No Movement)

39. Taking care of other tasks as an when needed from Jack

Weekly Duties:

1. Upload and Audit K N Invoice

2. Sales History Report

3. Audit LTL Follow-up Tasks

4. Audit RMA’s

5. Audit Auto Order and Mind Harbor P21 Customers/Item Cross reference excel file

6. Conduct CS Team Meetings (Wednesday)

7. Audit UPS Invoice for PMD/SMD/MMD and email Steve if needed

Monthly Duties:

• Audit RMAs for the month sent by Lokesh
• Audit Inventory Stock File
• Sales History Report
• Approve Avalara returns – 5th of every month
• Organize the process and other folders in Teams
• Ship Station Orders Audit

1. Associates or?College?degree is preferred.?

2. Prior Experience in customer service is preferred

3. Should be familiar with Computers and MS Office

4. Self-motivated and determined to succeed in a performance-based role.??

5. Ability to multi-task, prioritize and manage time effectively?