Client Services Representative

Job Description

Job Description

Client Services Representative (CSR)
Job Description:
Summary

This position is responsible for telephone, email, and platform-based support for FAST Platform clients on order issues, and order facilitation by addressing product, service, and fulfillment inquiries to successful resolution. The CSR will be the daily post order placement contact for FAST clients and provide efficient and timely attention to end to end order questions and issues.

Essential Functions

• Assist customers in order management and fulfillment.
• Assist customers via phone, email, and system admin portal by answering product, service, and other fulfillment questions.
• Maintains customer records by updating account information.
• Resolves product, service, and order fulfillment problems by clarifying the customer's issue; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Work within a shared team inbox to handle delegated, tagged, and assigned emails.
• Provide estimated delivery times (ETA) and proof of delivery for orders.
• Submit replacement orders as needed.
• Make consistent client follow-up for unresponsive clients.
• Performs other duties as assigned.

Competencies

• Ability to rely on experience and judgment to plan and accomplish goals.
• Organized and detail oriented.
• Ability to make decisions.
• Self-sufficient and self-motivated.
• Ability to properly support customer inquiries and bring problems to a timely resolution.
• Ability to work calmly through stressful situations.
• Excellent verbal and written communication skills.
• Comfortable leading and motivating others.
• Ability to prioritize projects and activities.
• Ability to manage multiple open orders with a variety of open needs at the same time.

Position Type
Full Time position
This is a Remote, Work from Home Position

Skills/Qualifications

• Retail and Apparel Industry Knowledge and Experience is a Plus
• At least one (1) year of Customer Service Experience
• Proficient in Microsoft Excel Software
• Excellent Attention to Detail
• Demonstrated Problem Solving Skills
• Ability to Multi-Task
• Strong Math Skills is a Plus

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