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eCommerce Customer Service Analyst

Company: Par West Turf Services Inc.
Location: Huntington Beach
Posted on: July 30, 2022

Job Description:

Job Description As an eCommerce Customer Service Analyst, this individual will work directly with our website customers helping to address their needs and concerns. As the first point of contact within our business, this individual must be kind, patient, and knowledgeable of all Par West products and the internal processes. The eCommerce Customer Service Analyst acts as a liaison, providing product information, order updates, order tracking, and resolving any emerging problem our customer accounts might face by providing accuracy and efficiency. Responsibilities of the eCommerce Customer Service Analyst: Customer Service: Enter and processes all daily WooCommerce web orders using the FishBowl Inventory Management System Receives and responds to customer inquiries, order updates, and support emails for all digital sales channels Ensures superior customer experience by addressing customer concerns promptly Maintains accurate records and documents all customer service process errors Develops customer satisfaction goals and coordinates with the Sales/Marketing and Operations teams to meet them on a steady basis Identifies customer service trends and determines system improvements Enforces company policies and procedures to develop standards Investigates and resolves customer inquiries and complaints in a timely and empathetic manner Coordinates with warehouse managers to troubleshoot shipping discrepancies Handles open claims for all lost and/or damaged WooCommerce orders Addresses returns, refunds, credits, and tracking numbers for all WooCommerce orders Communicates regularly with sales/marketing and operations teams regarding all open WooCommerce orders Track all drop ship web orders to send customer tracking and add tracking to PayPal if needed. Data Processing: Responsible for auditing FishBowl open order records for accuracy Accountable for the accuracy of our WooCommerce data in our FishBowl system. Responsible for processing orders and customer data within closely defined procedures Processes all WooCommerce orders and assists with refunds and/or exchanges with the accounting department Enters Customer data into databases in a timely and accurate manner Produces weekly Open Order reports using advanced Excel spreadsheet functions Assists with researching and enhancing Inventory automation methodologies Skills and Experience Required: Customer Service Experience Data Entry Experience Basic accounting duties Advance knowledge of Excel and Microsoft Office Excellent oral and written communication skills Highly organized and detail oriented Problem-solving techniques Warehouse operation experience is a plus Experience with FishBowl Inventory Management is preferable Ability to multi-task while maintaining careful attention to detail Ability to excel in a team environment along with the ability to work independently, efficiently, and effectively Ability to apply acquired knowledge to identify, analyze issues and determine root cause(s) Company Description Par West represents hundreds of industry manufacturers, including thousands of products. Our product line includes course amenities, power equipment, small tools, safety supplies, clubhouse furnishings, driving range products, irrigation, custom flags, and signage. We are the "One Stop Shop" for golf course operation needs. We pride ourselves on balancing a great selection of products, excellent customer service, and competitive pricing. Purposeful- We are driven to make an impact without wasting resources and time. Authentic- We strive to set ourselves apart from the competition while maintaining reliability. Resilient- We Always adjust and reframe to overcome any obstacle. Willingness- We go the extra mile with the intent of leaving every situation better than when we found it. Efficient- We analyze our process constantly to improve what we do and how we get the job done. Specialized- We are set apart by our collective knowledge and extensive training so we can bring the best results to the table. Trustworthy- We do what we say when we say we will do it. No exceptions

Keywords: Par West Turf Services Inc., Huntington Beach , eCommerce Customer Service Analyst, Hospitality & Tourism , Huntington Beach, California

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