Overview: The Customer Service Analyst will be a dedicated and detail-oriented individual who is responsible for assisting customers with their inquiries, managing warranty claims, processing refunds, handling order placements, and overseeing Bazaarvoice sampling programs, customer ratings, and review responses. The Customer Service Analyst thrives in a fast-paced environment and possesses excellent communication, problem-solving, and data management skills.
Essential Duties and Responsibilities: (Includes the following, other duties may be assigned)
Primary Responsiblities: - Customer Support: Provide outstanding customer service by assisting with inquiries regarding product details, shipping, order status, and general support through email, chat, and phone.
- Order Management: Process and manage customer orders, ensuring accuracy and prompt resolution of any order-related issues.
- Warranty Claims Processing: Review and process consumer warranty claims across multiple brands, communicating updates as needed.
- Refund & Returns Management: Handle returns and refunds per company policies, ensuring a smooth resolution process for customers.
- Phone Order Placement: Assist customers in placing orders over the phone, ensuring accurate product selection, payment processing, and shipping details.
- Problem Resolution: Investigate and resolve customer concerns related to orders, billing, shipping, or returns, escalating complex issues as necessary.
- Order Tracking & Status Updates: Monitor order shipments, provide status updates, and manage tracking information.
- Upselling & Cross-Selling: Identify opportunities to suggest related products or services to enhance the customer experience.
- Bazaarvoice Sampling & Management: Oversee and execute product sampling campaigns, ensuring accurate product information and customer engagement.
- Ratings & Reviews Response Management: Monitor, respond to, and manage customer feedback and reviews on Bazaarvoice, providing professional and timely responses.
- Internal Collaboration: Work with cross-functional teams to assist consumers with technical inquiries and product-related concerns.
- Compliance & Best Practices: Follow company policies, safety procedures, and industry best practices to ensure excellent service delivery.
Education And/or Experience: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications: - Strong verbal and written communication skills with excellent email etiquette.
- High proficiency in Microsoft Office Suite (Outlook, Word, Excel).
- Effective interpersonal skills with the ability to collaborate across multiple departments.
- Excellent analytical and problem-solving abilities.
- Experience handling customer interactions across multiple channels (phone, email, chat).
- Ability to multitask and prioritize tasks in a fast-paced environment.
Preferred Qualifications: - Previous experience in ecommerce customer service, retail, or related fields.
- Bilingual in English and Spanish is a plus.
- Familiarity with Bazaarvoice or similar product review management platforms.
- Experience with order management and customer service tools such as Salesforce, Shopify, 3Clogic, Keap, NetSuite, and CyberSource.
- Knowledge of product sampling programs and data management best practices.