Without knowing it, millions of people wear apparel and accessories distributed by alphabroder. Consumers may not recognize the company's name, but clothiers and promotional agencies certainly do. Whether the item is a company golf shirt, a T-shirt from a rock concert or a souvenir shirt from a vacation destination, chances are it has passed through one of our many Distribution Centers across North America.
Description
1. Overall purpose of this position:
The Customer Solution Specialist will provide a superior level of service to customers that have had a non-desirable experience with their shipped order. The goal for the Customer Solution Specialist is to provide a top-notch level of professionalism to proactively turn a bad customer experience into a solution that the customer benefits from. The Customer Solution Specialist will rebuild a Superior Customer Experience by creating a positive resolution from the beginning of escalation to the end. The Customer Solution Specialist will advocate for the customer serving as their liaison while regaining the trust and business of the customer.
2. Major activities, which must be performed in order to carry out the purpose of the position as described above:
Excellent verbal and written communications skills required to handle high priority calls as well as emails/chats during stressful situations of an unhappy customer.
Troubleshoot and provide mutually beneficial resolution to any escalated issues an order may face within company guidelines once it has left the facility and has a known issue.
Communicate issues to facility and production leaders in order to ensure accountability and resolutions.
Foster a relationship with the key representatives of the target accounts, Inside Account Team, Outside Sales Team keeping them informed on where we stand with an immediate resolution to an issue.
Track issues relating to procedural, product and system trends as to provide concentrated accurate information for process and quality improvement back to Sr QA Manager for feedback with facility leaders.
Respond to customer inquiries, which may include, but is not limited to returning customer phone calls as well as emails.
Attend all departmental meetings and contribute topics for discussion.
Participate in special projects and perform other duties as assigned, as directed by Sr. QA Manager.
Communicates with company representatives to assist and resolve customer inquiries and make decisions based on procedure
Be available through the established hunt group to service customers in a proactive manner through inbound/outbound telephone, FAX, or internet mediums.
Provide superior internal/external customer service to every customer every time by using relationship building techniques and proper phone / email etiquette
Use business system application to process, update and enter customer orders and inquiries in a timely and accurate manner. (netsuite, websites, live chat, UPS/Fed Ex etc.)
Identify basic customer concerns and research resolutions Utilize proper follow-up skills with customer inquiries by returning customer phone calls in a timely manner.
Provide management with feedback regarding customer concerns and proposed resolutions.
Adhere to all company policies and procedures.
May be assigned special projects/assignments as the need arises.
Qualifications
1. Specific knowledge, training or skills required to perform the duties of this position. Identify specific concepts, courses, training programs or required certifications.
Minimum of 1-3 years of job-related experience
Demonstrated experience working in Netsuite
Outstanding verbal and written communication skills
Computer literacy
Strong problem-solving skills
Results oriented with a sense of high standards
Ability to communicate effectively
Ability to work on multiple tasks simultaneously
Ability to follow detailed procedure
Ability to communicate to all levels of customers and employees in a friendly, professional manner
Ability to input data
Ability to remain seated for long periods of time
Ability to achieve expectations working independently and with minimal supervision
Ability to handle high volume pressure with a high sense of urgency
Ability to complete daily work/tasks in a timely and efficient manner as well as communicate effectively in the event of an increased workload or conflicting prioritized task
Ability to work collaboratively with team members in a fast-paced environment and can effectively prioritize, manage, and identify risk.
