Communication Skills, Customer Relations, Customer Satisfaction, Customer Support/Service, Email Management/Administration, Great Plains Product Family, Health Insurance, High School Diploma, Identify Issues, Inventory Management, Logistics, Order/Customer Fulfillment, Physical Demands, Physical Inventory, Presentation/Verbal Skills, Problem Solving Skills, Returns Processing, Shipping/Receiving, System Integration (SI), Time Management, Typing, USPS (United States Post Office), Warehousing, Writing Skills, eCommerce
Full time availability only.
Monday - Friday, 8:30 am - 5:00 pm.
Overtime may be required if needed.
Anything over 40 hours is overtime.
Job Summary: The Customer Service Representative functions as the primary point of contact for all direct customer interactions across MerchNow webstores. Operating on-site within the warehouse facility, this role acts as the operational bridge between digital customer support and physical inventory management.
Supervisory Responsibilities: none
Duties/Responsibilities:
- Ticket & Email Management: Respond efficiently to high volumes of customer inquiries, updates, and order issues using our digital ticketing system.
- Order Modification: Cancel, edit, and adjust orders before they ship; manage and resolve out-of-stock item scenarios.
- Returns: Process returned packages, and physically locate/restock returned items within the warehouse.
- Shipping Error Resolution: Correct fulfillment mistakes on already-shipped orders to ensure total customer satisfaction.
- Logistics & Claims: Troubleshoot invalid shipping addresses and file formal claims with USPS and UPS for lost or damaged packages.
- Systems Integration: Navigate and update our core inventory management and e-commerce platforms daily.
Required Skills/Abilities:
- Empathy & Problem Solving: Ability to evaluate a customer’s concerns, de-escalate stressful situations, and independently find a fair resolution.
- Resilience & Professionalism: Excellent personal stress management; ability to handle constructive criticism or frustrated customers without taking it personally.
- Communication: Exceptional written and verbal communication skills, with a knack for being clear, friendly, and helpful.
- Organization & Dependability: Strong time-management skills with the ability to stay focused in a fast-paced warehouse environment.
- Technology:
- E-commerce & Shipping: Shopify, ShipStation
- Customer Support & Comm: Reamaze, Basecamp, Google Suite & ShipAId
- Inventory Management: Great Plains (GP)
Education and Experience: 1-2 years of previous customer service experience and a high school diploma or equivalent.
Physical Requirements:
- Stationary Work: Prolonged periods of sitting or standing at a desk while typing, reviewing order data, and responding to customer tickets on a computer.
- Physical Dexterity: Capability to bend, stoop, reach, kneel, and climb stairs or step stools to locate, and identify inventory on warehouse shelving.
Starting pay is $18.00/hr plus the benefits listed below
Benefits available 1st of month following 60 days of employment:
- Medical Insurance
- Disability and Life Insurance paid for
- Optional benefits such as Dental and Vision available
- Paid Time Off
Other benefits:
- Direct Deposit
- 401(k) after 1 year
- Free tickets to local shows
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Equal Vision Records, Inc.