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Customer Service Specialist (Order Fulfillment - ZR_19980_JOB)

Remote:

Full Remote

Contract:

Full time

Experience:

Junior (1-2 years)

Work from:

Australia

Offer summary

Qualifications:

1-2 years in customer service or order fulfillment, Experience with order management systems, Strong communication abilities, Proficiency in Microsoft Office Suite.

Key responsabilities:

Manage end-to-end order fulfillment
Provide exceptional customer service

BruntWork Human Resources, Staffing & Recruiting SME https://www.bruntworkcareers.co/

501 - 1000 Employees

See all jobs

Job description

This is a remote position.

Schedule:

Monday to Saturday, 8am to 4:30pm Edmonton, CA Time with 30mins unpaid lunch. (8 hrs/day, 48 hrs/week)

Client Overview

Join a cutting-edge e-commerce startup revolutionizing the home improvement industry! Our client, based in Alberta, Canada, is launching an innovative online platform offering premium flooring, bathtubs, doors, and accessories. As a purely digital venture, we’re seeking passionate individuals to help shape the future of online home renovation shopping.

Job Summary:

The Order Fulfillment and Customer Service Specialist is responsible for managing the end-to-end process of order fulfillment and providing exceptional customer service. This role involves processing orders, ensuring timely and accurate delivery, handling customer inquiries and issues, and maintaining high levels of customer satisfaction.

Key Responsibilities:

1. Order Processing and Fulfillment:

Receive and review customer orders for accuracy, completeness, and proper documentation.
Enter orders into the system, ensuring all details are correctly captured.
Coordinate with warehouse and logistics teams to pick, pack, and ship orders in a timely manner.
Monitor inventory levels and coordinate with the inventory team to replenish stock as needed.
Manage returns, exchanges, and order cancelations in accordance with company policies.
Generate and send order confirmation and shipping notifications to customers.

2. Customer Service:

Serve as the primary point of contact for customer inquiries via phone, email, and chat.
Provide timely and accurate responses to customer questions regarding product availability, order status, shipping, and returns.
Resolve customer complaints and issues with empathy and efficiency, striving to turn negative experiences into positive ones.
Process refunds and adjustments as needed, following company protocols.
Maintain comprehensive knowledge of company products, services, and policies to provide informed assistance to customers.

3. Data Management and Reporting:

Update and maintain accurate records of customer interactions and transactions in the CRM system.
Generate and analyze reports on order fulfillment metrics, customer feedback, and service performance.
Identify trends and potential areas for improvement in the order fulfillment and customer service processes.

4. Collaboration and Communication:

Work closely with the warehouse, Customer and installation/delivery teams to ensure smooth order processing and fulfillment.
Communicate effectively with internal teams to resolve issues and streamline operations.
Participate in team meetings and contribute ideas for improving processes and customer experiences.

5. Compliance and Quality Assurance:

Ensure compliance with company policies, procedures, and industry regulations.
Adhere to quality standards in all aspects of order fulfillment and customer interactions.
Continuously seek opportunities to enhance personal knowledge and skills related to order fulfillment and customer service.

Requirements

Qualifications:

Education and Experience:

1-2 years of experience in order fulfillment, customer service, or a related field.
Experience with sales or any related field related
Experience with order management systems, CRM software, and basic office applications.

Skills:

Strong communication skills, both written and verbal.
Excellent organizational skills and attention to detail.
Ability to multitask and manage time effectively in a fast-paced environment.
Problem-solving skills and the ability to handle difficult situations with professionalism.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with order management systems.
Ability to speak English proficiently is required