CUSTOMER SERVICE ASSOCIATE

Customer Service Associate

Wolverine Worldwide Richmond, Indiana Job ID 2020-11839 General Function

To provide excellent customer service through active listening, resolving customer concerns in a timely manner, creative problem solving and building rapport and relationships.

The Customer Service Associate reports directly to a Customer Service Manager or a Customer Service Supervisor. He / she is responsible to achieve the Corporate Customer Service vision.

By communicating with and relating to customers, he / she will support customer partnerships, understand and solve customer needs, gain their respect and trust and assist in their growing business.

The Customer Service Associate possesses excellent written, verbal and interpersonal communication skills, and works in a team environment.

Primary Duties

1.To service retail customers by answering questions, dealing with inquiries, taking orders, handling shipping and receiving issues, addressing quality complaints, stock availability, entering and editing orders in order to meet customer needs.

2.To support sales force by taking orders and resolving customer inquiries or questions in an expedient manner.

3.To handle outside calls by routing to appropriate areas or taking messages to ensure necessary responsiveness.

4.To use sound judgment when making decisions, by utilizing the brand / divisional sign-off matrix.

5.To resolve and interpret periodical reports, such as Open Orders, Past Cancel and Orders Held reports.

6.To interact regularly with Vendor Relations and the Distribution Center to resolve shipping, handling and routing questions or problems.

7.To develop and maintain a professional relationship with assigned accounts.

8.Performing duties consistent with the Companys AAP / EEO goals and policies.

9.Performing other duties as required / assigned by manager.

Knowledge, Skills and Abilities Required

It is recommended that the Customer Service Associate have experience in a business / customer service environment. He / she must demonstrate abilities to problem solve, handle multiple tasks, organize, work in a fast-paced environment and balance between quality and quantity of work.

Must have a high school diploma or GED, associates degree a plus. Ability to speak and write in Spanish and / or French a plus.

The Customer Service Associate must have the ability to anticipate problems and take appropriate action. He / she must be able to make decisions based upon experience, analysis and judgment.

The Customer Service Associate is accountable for the execution of daily tasks to effectively manage an assigned order base and to facilitate the timely shipment of orders.

He / she must understand, practice and provide best in class customer service to our retailers.

WORKING CONDITIONS

Normal office environment.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.

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Customer Service, Richmond, Indiana, United States

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