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Customer Operations Associate

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**eCommerce Client**


1. Issue Management (85%) 
• Own monitoring, reassigning, labeling, and managing resolution with cross functional partners for customer issues escalated through from our Frontline and Tier 2 agents via our Manager Escalation process 
• Escalate trends to the team in order to get ahead of mass impacting issues 
• Document background on customer issues by adding comments in our CRM system. 
• Assist with customer service adjustment inquiries from the Customer Advocacy team. 
• Support the Order Management and Transportation teams with 'one-off' customer issues 

2. Customer Mail Merges (15%) 
• Research customer impacting issues. 
• Work with cross functional groups including Fulfillment, Customer Advocacy, Merchandising, Engineering, PR, Legal and Creative to understand and resolve issues. 
• Prepare mail merge files – requires extreme focus and attention to detail. 
• Ensure mail merge was sent correctly, and monitor customer replies. 
• Upload comments in mass to affected customer accounts 
• Issue eGiftCard compensation as situations require 
• Deliver written executive recap including the magnitude of issue (e.g. customer, order, and financial exposure) and root cause and resolution 

1) Knowledge, Skills, Abilities: 
Functional Competencies: 
• Strong focus on the customer experience 
• Fast learner 
• Detail oriented with good analytical and problem solving skills 
• Ability to prioritize and successfully drive multiple tasks appropriately 
• Proficient in MS Office and technical ability to quickly learn new applications 

Interpersonal Competencies: 
• Ability to balance multiple priorities at once and manage time appropriately 
• Ability to collaborate with internal and external fulfillment partner stakeholders 
• High sense of ownership, urgency and attention to detail 
• Strong written and verbal communication skills to internal and cross-functional teams. 

Leadership Competencies: 
• Foster and maintain the company's core values: 
• Respect for the Individual 
• Service to our Customer 
• Strive for Excellence 

2) Preferred Educational Level: 
• Bachelors degree or equivalent with preference for customer service, supply chain, logistics, operations or other relevant specialization 

3) Experience: 
• 1-2 years experience of relevant customer service, PR, supply chain, logistics, operations or other related field preferred 
• Experience in writing, documentation of processes/policies 
• Experience and knowledge of ecommerce, including customer service, operations preferred 
• Experience working in a customer service or customer focused environment required 
• Experience in working as strong contributor in a team-based environment

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