Job Description

Job Responsibilities:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• Resolve Order Management holds daily.
• Liaise with other departments to resolve order status, product, production, delivery, and billing inquiries
• Lead and/or support continuous improvement initiatives for the department. Uses best practices and knowledge of internal/external business practices to exceed department service levels.
• Responsible for running reports (daily, monthly, quarterly) in BI, Oracle, and other systems.
• This position serves as a liaison with Customer Service, Supply Chain, IT and external vendors.
• Partner with Quality Team throughout the recall process.
• Partner with Corporate Complaints team in accordance with the complaint procedure.
• Serve as a point of escalation and handoff for BPO cross-over tasks. • Oversee return procedures in accordance with the Gatekeeper process.
• Process extended service agreements.
• Tracks and resolve complex system problems.
• Serve as a mentor and trainer to BPO representatives. • Meet and/or exceed goals/KPIs of the position.
• Handle any other duties and/or projects, as assigned, for the benefit of the organization • Adhere to Client’s Core Values.
• The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances.
• This position will require office work.  

Skills:

• Multiple systems (SAP, Salesforce, Oracle, MS Teams, etc…) / Excellent communication skills
• Remote or on-site? Both Onsite and Remote Monday and Friday remote / In office Tue, Wed, and Thurs
• Microsoft Teams/Zoom exp required no to very little phone customer service tasks for this role
• Candidate must be able to recognize tech issues and problem solve Min of 2-3 years within customer service/tech/retail experience - any customer service function
• Knowledge in EDI is recommended (GHX/GFax etc…) I will prioritize candidates with that experience. In the interview - the manager will ask for specific details regarding their EDI experience  

Education/Experience:

• NA

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