Description:
Our CUSTOMER SERVICE SPECIALIST is passionate about creating and executing a seamless process to ensure our B2B and B2C customers receive the product they need fast & efficiently. The primary responsibility in this role is to handle communication with our B2B and B2C customers, while managing the end-to-end order-to-shipping/invoice process. With a flair for fashion and logistics you know how to inspire customers to love their PAPER LABEL loungewear programs.
THE DETAILS...
CUSTOMER SERVICE ROLE
- Provide first-level customer interaction – answering the phone and responding to email enquiries from Reps, Retailers and Ecommerce . Direct enquiries to the appropriate departments.
- Manage transactions with all B2B and B2C customers including maintaining records of all transactions – customer profiles, orders, shipping, etc.
- Support Sales Reps with communication, answering enquiries, shipping samples and marketing materials.
- Receive and input orders into the inventory management system. Maintain the customer data in all systems accurately and on a timely basis.
- Perform accounts receivable collections where required and release shipments upon payment.
- Work with our third-party warehouse, coordinate all shipping and shipping paperwork to customers.
- Inform customers of shipments and invoicing.
- Handle returned merchandise including working with Product team to determine manufacturing issues and issuing credits to the customer.
- Communicate cancellations and potential product substitutions to reps and retailers, as directed by Product Team.
- Communicate the Available to Sell list to all reps and B2B on a timely basis.
- Identify process gaps and create systems to improve customer service.
- Advocate customer issues and identify opportunities.
- Perform other duties supporting other departments as required.
WHO YOU ARE...
- You have 3-5 years prior working experience in related roles
- Experience in fashion considered an invaluable asset but is not a necessity.
- Experience with ERP or inventory management systems an asset.
- Strong communication skills including writing emails.
- Socially intelligent with an ability to understand the customer and rep perspective.
- Proactive in solving customer and rep problems.
- Detail-oriented and process driven.
- Skilled with Excel, Word and Outlook.