CUSTOMER SUPPORT SPECIALIST

To apply: please email your resume, and cover letter to jobs@alicelanehome.com.

 

JOB RESPONSIBILITIES:

  • Addressing customer service related issues for e-commerce through the online portal, email, chat or phone

  • Answering customer questions related to orders, returns, claims, etc. and coordinating related activities to address and resolve customer concerns

  • Initial processing of e-commerce orders through the internal inventory system and through to the vendor

  • Place stock po’s, and communicate with product specialist on lead times for preorder stock items

  • Providing consistent communication and order updates to customers

  • Notifying customers of backorders, discontinued items and shipping delays

  • Insert acknowledgements/ESD/ETA’s. Check for correct addresses, confirming products are correct. Record tracking.

  • Coordinating returns and issuing refunds for e-commerce transactions

  • Submit claims for any e-commerce transactions

  • Providing management with feedback and insights about the e-commerce experience and the systems that support it

  • Proactively anticipate the needs of the client and be a self-starter to move through projects efficiently

  • Assist manager with front/back end customer experience improvements

  • Facilitate E-commerce curbside pick up and pull product from showroom to ship when necessary

  • Reporting customer complaints regarding processes and product to management. I.e product with multiple claims and returns

  • Maintain and work consistently to improve the customer experience

  • Set up Trade Discounts

  • Work with shipping to get shipping instructions with oversized items and case goods

QUALIFICATIONS & EXPERIENCE:

  • Professional background and practical work experience in high level customer service and client interactions

  • Understanding of sales and the customer experience

  • Ability to learn digital tools to process orders, analyze data and draw actionable insights and conclusions

  • Communicating well with customers digitally, in person and over the phone

  • Working closely with the manager to develop web strategies around the customer experience

This position is located at our showroom in Lindon, Utah.