Responsibilities

• Responding to customer support inquiries as quickly and accurately as possible via phone, chat and email.
• Manage, process, and track customer orders to ensure accuracy, and timely arrival of online orders (customer account management).
• Actively involved in pre-sales & post-sales support which includes: answering questions (includes: product selection, usage, and troubleshooting), processing returns, order changes, delivery estimates, and other functions related to online orders.
• Evaluating and processing RMA requests for online orders through Netsuite (our CRM system).
• Documenting product issues, providing customer feedback and generate summarized reports to Product Managers and Operational Departments.
• Proactively manage and maintain high customer satisfaction & logistics metric scores for our online store and Marketplace Channels (Amazon, eBay, Newegg, etc).
• Data entry/analysis and reporting to support Management team.
• Communicate and coordinating with other internal Operations, and working collaboratively with eCommerce Channel Managers, Marketing, Graphical Team, and Global Product Teams when needed.

Since we're operating in the online space, our hires will often find themselves with additional projects and tasks assisting the Marketing/eCommerce Channel Sales functions such as:

• Site content editing and changes (with basic HTML).
• eNewsletter Marketing
• eCommerce Inventory Management
• Data entry and sales analysis (in Excel)
• Writing Standard Operating Procedures for new procedures or processes that help create efficiency for the team.