Customer Service Liaison (On-site)
Description
The Used Department Customer Service Liaison works as a liaison between the Used Department’s remote Customer Service team and TN Used Department Photographers, Video & Photo Specialists, and general Warehouse Staff. The Liaison will help deal with process breakdowns by monitoring requests and assisting with issue resolution and workflow. This person will partner with Photography, Video & Photo Specialists, Repairs and Returns staff, to structure processes and communicate completion of Customer Service-related tasks within each sub department. They will work with the remote Customer Service team to handle the large volume of emails and calls regarding issues in the order flow process requiring a physical presence within the Warehouse for escalation, updates, and creative problem solving. As needed, they will locate items within the Warehouse and pick items or arrange for items to be picked by forklift drivers to address customer service-related issues.
Responsibilities
- Monitor incoming Customer Service tasks through Jira task management program and emails.
- Maintain continual visibility of priority orders, replacements, and old orders to ensure they are expeditiously worked into the production/shipping schedule.
- Document/ respond to all actions accordingly providing remote Customer Service representatives with the most accurate and up to date information about delays and estimated timelines.
- Key contact on the ground to research, review and expedite Customer Service replacement orders and research product questions or issues or discrepancies, in partnership with the Used Department subgroups as required; Photographers, Video & Photo Specialists, Management, Repairs or Returns representatives, as task requires.
- Walks priority and rush orders through to completion.
- Using AS400, identifies item locations in the Warehouse and pulls items from stock to address issues as required.
- Updates Management on unresolved issues and common errors for improvement of processes.
Skills & Experience
- Excellent communication skills in person, on the phone and in writing.
- Must possess a positive attitude.
- Strong multitasking skills and ability to manage multiple tasks and meet deadlines.
- Highly skilled problem solver.
- Detail oriented and eager to learn.
Qualifications
- 3 to 5 years of previous experience in a customer service-related role is strongly preferred.
- Experience with photography and or videography is strongly preferred.
- Familiarity with professional photo/video equipment, computers, audio and other electronic equipment.
- Ability to work independently and effectively in a team environment.
- Working knowledge of PC or Mac OS, Spreadsheets and Word.
- Ability to lift 50lbs. of equipment.
- Flexible schedule including occasional overtime and weekend hours.