Customer relations SPECIALIST

Job description

WHAT YOU CAN EXPECT

·  Serves as the first point of contact for all Key Account Retail stores including phone, fax, website email, or letters, for assistance and problem resolution in the areas of product, website ordering, availability, pricing, billing warranty, returns, special events and company Policy and Procedures.
·  Enters orders received by fax and e-mail into order-entry system; as needed, trains Retail Stores on the on-line order entry process.
·  Researches ordering, pricing, and shipping error claims; takes action to resolve these errors.
·  Authorizes product returns, replacements and credits according to company policy.
·  Assists in maintaining CRM database by entering all Retail Store comments and questions.
·  Maintains appropriate documentation of customer issues and actions taken, in both computerized system and customer file.
·  Contact assigned accounts on set call schedule, maintaining high level of service.
·  Serve as the main point of contact for upcoming Chamilia news and promotions.
·  Maintains appropriate documentation of customer issues and action taken, in both CRM and customer file.
·  Assists in maintaining CRM database by entering all Retail Store comments and questions.
·  Validate product availability and manage the allocation of inventory to customer orders based on established guidelines and prioritization policies.
·  Proactively and efficiently manage customer back-order.
·  Provide timely, proactive and accurate communications regarding order status.
·  Recognize and communicate potential problems with making customer delivery dates.
·  Interface with internal departments such as Accounting, Purchasing, Customer Relations, Sales, Distribution, Credit, and IT to facilitate order management process.
·  Assist in defining and creating reports to facilitate the order allocation process.

WHAT WE EXPECT

·  Minimum of a high-school diploma or GED; additional 3-5 years of related on-the-job experience in sales, customer service, or distribution and Associates or Bachelors' Degree preferred.
·  1 to 3 years of related customer service experience; business to business selling of consumer goods preferred.
·  Excellent computer skills including Microsoft Office Products; ability to learn new software and databases
·  Natural Focus on Customer Service Excellence - - commitment to consistently deliver high quality work products and services in a timely and cost effective manner.
·  Strong verbal and written communication. Experience in phone-based call center environment.
·  Self-starting nature and conscientious and diligent work ethic, a demonstrated flexibility and integrity, and a collaborative style with the objective of building strong relationships with diverse customer groups.

WHAT WE OFFER

·  Be a key part of a global world-class luxury brand.


·  Work in a 120 year old family run organization that feels local, but has dynamic global reach.


·  Come sparkle in one of our many world-wide businesses housed here in the United States.


·  Experience a strong sense of belonging as we proudly work together.


·  Whether you are just beginning or celebrating an existing career, we invite you to make your own mark on Swarovski's rich history.


Does this sound like you? If so, we look forward to receiving your online application.