Temporary Customer Experience Representative

Job Description

JDE USA is seeking an experienced Customer Experience Representative to add to our team as a temporary role ending on January 15th, 2024. As Customer Experience Representative, you will assist customers through their purchase journey; answering questions, solving problems, using our technology and compassion to build customer trust and loyalty. Availability Monday-Friday 11:30AM-8PM with the possibility of weekends and evenings during peak times.

Key Responsibilities:

• Answer inbound phone calls and emails to assist our B2B and B2C clients with order placement, order status, and product inquiries
• Directly handle customer inquiries via multiple channels on Tea Forté products, policies, and procedures ensuring excellent customer satisfaction and adherence to established departmental guidelines
• Troubleshoot and resolve customer inquiries while building a relationship with the customer
• Provide assistance with the customer issues such as delivery status, returns, replacements, and other issues that may arise in the order fulfillment process.
• Manage customer relationships while working in multiple systems: order management system, CRM, ticketing system, phone system, and many more
• Liaise with all internal personnel and distribution center to ensure on-time shipment of customer orders
• Support cross-functional projects with marketing and operations teams to ensure a seamless Customer Experience through all channels
• Proactively identify and address any service obstacles that could impact overall customer satisfaction
• Research and resolve customer problems. Escalate problem inquiries to Customer Experience Supervisor for resolution as appropriate

Qualifications

• Minimum 2 years customer service experience in a retail or eCommerce environment
• Experience managing customer interactions with phone, email, chat, and social queues
• Self-starter who can operate well in a collaborative team environment, adapt to changing needs, and tackle new challenges daily
• Excellent communication skills and ability to juggle multiple priorities on a daily basis
• Detail-oriented with excellent written and oral communication skills
• Strong computer skills including proficiency in MS Office applications and experience using ERP software
• Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
• Must be highly motivated and passionate about our brand and goals
• Must possess an ability to achieve and deliver a superior level of customer satisfaction
• Excellent relationship-building skills

Additional Information

All your information will be kept confidential according to EEO guidelines.