Job Responsibilities:

• Help manage incoming phone calls, email, social media and take the extra mile to engage customers
• Identify and assess customers’ needs to achieve satisfaction
• Escalate unresolved issues to the appropriate internal teams
• Collect prompt and accurate feedback from customers
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within determined SLA; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Purchase Order and Sample Order creation, review, release
• Work on RMA requests, Invoice inspection, timely processing
• Provide ETAs and tracking numbers proactively
• Front line support for all warranty issues
• Weekly open order review and inspection, communication to partners
• Other tasks and projects assigned by manager

Job Requirements:

• Background in communication, marketing, or business
• Willing to work on night shift and hybrid work model at Silver City