Asian produce and grocery distributor based in Gowanus, Brooklyn, NY is seeking an energetic, outgoing and self-motivated individual to join their team.
Job Description
1. Client Inquiry Handling- Serve as the first point of contact for client questions, concerns, and order-related requests.
- Respond to inbound calls, emails, and chat inquiries regarding orders, product availability, and delivery status.
- Provide accurate and timely information to clients while maintaining professionalism.
2. Order Processing & Modifications- Process new orders, ensuring accuracy in product selection, quantity, and pricing.
- Modify or cancel orders based on client requests and inventory availability.
- Coordinate with warehouse and logistics teams to ensure proper fulfillment.
3. Delivery & Logistics Coordination- Track delivery schedules and provide real-time updates to clients.
- Handle delivery-related complaints (e.g., delays, missing/damaged items) and escalate when necessary.
- Work closely with Logistics and AMs to resolve routing or timing issues.
4. Issue Resolution & Escalations- Address common client complaints (wrong item, damaged goods, late delivery) and provide solutions such as replacements, refunds, or credits.
- Escalate complex or recurring issues to the Account Manager (AM) or Client Success Manager (CSM).
- Document issues and follow up to ensure they are fully resolved.
5. Payment & Invoice Assistance- Assist clients with billing inquiries, payment statuses, and invoice discrepancies.
- Work with the finance team to process credits, refunds, and account adjustments.
6. Client Relationship Management- Maintain detailed records of client interactions in the CRM system.
- Follow up with clients to confirm issue resolution and satisfaction.
- Identify trends in client complaints and report recurring problems to management.
7. Internal Team Collaboration- Work closely with Account Managers (AMs) to ensure client accounts are managed effectively.
- Coordinate with Logistics and Warehouse teams for order fulfillment and delivery support.
- Share client feedback and insights with the CSM to improve service quality.
8. Process Improvement & Efficiency- Suggest improvements to streamline client service processes.
- Participate in training to stay updated on new products, policies, and system updates.
- Support the implementation of automation tools (e.g., ticketing system, CRM enhancements) to improve response times.