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Omnichannel Operations
Il y a 2 mois
POSITION SUMMARY
We are seeking a highly motivated Omnichannel Operations & Customer Care Specialist to join our team. This role involves coordinating operations and customer service processes, ensuring efficient return processes, monitoring customer service systems, and assisting with communication between our team and third-party service providers.
QUALIFICATIONS
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 2 years of experience in operations coordination or customer service roles.
- Proficiency in ERP systems (RLM preferred) and CSS platforms (Zendesk/Salesforce).
- Strong problem-solving skills and attention to detail.
- Excellent communication and interpersonal skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Experience with data analysis and report creation.
- Ability to work collaboratively with cross-functional teams and third-party service providers.
YOUR QUALIFICATIONS ARE NEEDED FOR THE FOLLOWING KEY RESPONSABILITIES:
Return Process:
- Facilitate e-commerce returns through our ERP (RLM) and our CSS platform (Zendesk/Salesforce), communicating return instructions to end customers.
- Monitor shipments and flag customs issues, reporting to the operations team for intervention.
CSS (Zendesk/Salesforce) Monitoring and Intervention:
- Monitor our CSS (Zendesk/Salesforce) platforms.
- Assist our customer service representatives in responding to customer inquiries and requests in a timely and professional manner.
- Escalate complex issues to the appropriate team members.
Communication with CS Provider:
- Assist in communication with third-party customer service providers to share important news, developments, and operations information.
Information Synthesis:
- Gather, analyze, and synthesize data and information for various purposes, including training materials and presentations.
- Create reports and presentations to convey critical information effectively.
