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Customer Service Representative

    Customer Service Representative - Carlsbad, United States - The OP

    The OP
    The OP Carlsbad, United States

    1 week ago

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    Description

    Location:Carlsbad, CA, USAPay Rate:Available Upon RequestPay Type:HourlyBenefits:Medical, Dental, Vision, 401k, Annual Company Bonus Eligible, Plus much more**Customer Service Representative & Receptionist**

    Direct Report: V.P. Accounting and Human Resources

    Indirect Reports: VP IT and Ops, Sr Marketing Manager

    Description: Serve as the first point of contact for our organization as our receptionist, greeting visitors...answering the interacting with our community by answering customer service questions - and have fun doing it

    Company Administrative Duties

    Answer phones, return voicemails, & maintain in-house phone list

    Update/change outgoing phone greetings when office is closed for Holidays

    + Maintain phone scripts

    Greet guests

    Distribute Mail to correct employee mail bins

    Coordinate company lunches as needed

    Assist with cultural company events as needed/as available

    Postage machine maintenance and process all outgoing mail

    + Take outgoing mail to mailbox or Post Office when necessary

    + Prepare and mail all sales catalogs to customers

    Central Office Ordering Function

    + Receive office supply requests and find the best price and source

    + Keep track of on hand inventory

    Customer Service Duties

    Check and respond to customer emails, web submissions and phone calls

    Answer Amazon questions that come in via email

    When donation requests come in, send over to HR for approval and then to order processing if approved.

    Resolve customer complaints/issues

    + Work closely with marketing/social media coordinator on communication

    + Track games that give us the most difficulty/weekly

    + Create team meeting agenda and follow up as needed

    + Report at weekly/biweekly customer service meetings

    + Maintain customer service log for replacement parts, this will include adding each shipments cost to mail along with each game name/item number

    + Share significant customer service issues & kudos with management

    + When game rules questions come in, redirect to the design team for assistance with answering

    Process game parts & accessory customer orders

    + Pull, package, process shipping label, and mail parts. Make sure all information is added into ERP System once complete.

    + For each CS request, all details need to be checked to ensure it is still a game we are producing/have parts for.

    + Always double check items before shipping to make sure the correct items were pulled (If someone else helped pull items)

    + Puzzle issues - need to check our flat sheets in warehouse to see if we can resolve the issue with the missing piece. Must ask customer for a photo and then compare it to what we have in warehouse.

    + Maintain parts inventory in warehouse

    + Process and mail requests for promotional items

    Website orders

    + Quickly work with order team on issues that come in via phone/order support form (address changes, cancelations, item returns, etc.)

    + Attend weekly Direct to Consumer meetings to bring up any customer service issues regarding orders

    + Organize and manage weekly Customer Service Meetings

    Skills

    Problem solving

    Ability to be self-directed

    Excellent Communication Skills (verbal, written)

    Highly Organized

    Can-do attitude

    Proactive, enthusiastic

    Team player

    Preferred: Board Game knowledge or love of playing games

    Experience:

    2+ Years Customer Service

    Proficient in MS Office

    Physical Requirements:

    Ability to sit at a desk for extended periods of time

    Ability to lift parts boxes around 10-12lbs

    **Import your Profile**

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