Job Title: Luxury Brand Shipping and Receiving + Customer Service Representative
Job Summary:
As the Shipping and Receiving Customer Service Representative for our Luxury Brand, you will be the primary point of contact for customers regarding order status, shipping inquiries, and returns. You will play a crucial role in coordinating the shipping and receiving processes, ensuring a seamless experience for our valued customers.
Key Responsibilities:
1. Customer Support: Provide excellent customer service by responding to inquiries, order status requests, and resolving shipping-related issues via phone, email, and chat.
2. Order Processing: Process and prepare customer orders accurately and efficiently, including picking, packing, and labeling shipments. Track customer orders accurately and efficiently, ensuring orders are fulfilled and on time.
3. Shipping Coordination: Coordinate with shipping carriers and logistics partners to ensure on-time and accurate deliveries to customers.
4. Issue Resolution: Address customer concerns, resolve issues, and escalate complex problems to the appropriate departments as needed.
5. Returns and Exchanges: Handle customer returns and exchanges, ensuring a smooth and positive experience for the customer and initiating the necessary steps for restocking or refurbishing returned items.
6. Quality Control: Inspect outgoing shipments for accuracy, quality, and completeness to ensure customers receive the correct items in perfect condition.
7. Documentation: Maintain accurate records of shipping and receiving activities, including tracking numbers, shipping labels, and customer communication.
8. Shipping Costs: Calculate shipping costs accurately and provide customers with shipping options and cost estimates as needed.
9. Communication: Keep customers informed of order status, shipment tracking information, and delivery expectations.
10. Problem Resolution: Address customer concerns and shipping-related issues promptly, working collaboratively with internal teams and logistics partners to find solutions.
11. Feedback Collection: Collect and document customer feedback and insights to improve products and services.
12.Transparency: Ensure ERP system is up to date with sales orders and branch transfers so all team members have visibility into all items on order.
Qualifications:
- High school diploma or equivalent; associate's degree is a plus.
- Proven experience in customer service, shipping, and receiving roles, with a minimum of 3 years in a customer-facing position.
- Strong communication skills, both verbal and written, with a customer-focused approach.
- Detail-oriented with strong organizational and multitasking abilities.
- Proficiency in using shipping and inventory management software.
- Basic knowledge of jewelry materials and components is a plus.
- Positive attitude and a commitment to providing excellent customer service.
- Ability to handle customer inquiries and issues with professionalism and empathy.
