Customer & Retail Support Representative
The Customer & Retail Support Representative role serves as a vital point of contact for customers seeking assistance with inquiries, orders, and concerns related to Jacent’s products and services. This role involves handling incoming emails and calls, addressing customer needs, resolving issues and ensuring a positive customer experience. The Customer & Retail Support representative also assists Jacent’s remote merchandising team, generates reports, performs data-entry and a variety of other office duties. The ideal candidate must possess exceptional communication skills and problem-solving abilities
Duties & Responsibilities
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Respond to incoming customer emails or calls in a professional and courteous manner.
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Provide accurate and timely information regarding service, orders, pricing, products and more.
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Resolve employee issues, specifically for Jacent’s merchandisers, via phone and email.
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Handle customer complaints and feedback professionally and efficiently, aiming to turn negative experiences into positive ones.
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Navigate NetSuite and other customer support platforms to access relevant information and transaction history.
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Escalate complex or unresolved issues to appropriate teams or supervisors while maintaining ownership of the customer’s concern.
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Keep accurate records of inquiries and resolutions in NetSuite.
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Contribute to a positive team environment by fostering open communication and collaboration.
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Understand and demonstrate safe work practices at all times to ensure a safe work environment.
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Comply with all company policies and procedures.
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Complete special projects and other duties as assigned by supervisor.
Knowledge, Skills, and Abilities
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Service-oriented with a history of building excellent customer relationships
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Excellent verbal and written communication skills with an ability to work with all levels of staff and management
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Strong analytical problem-solving abilities
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Ability to multi-task and prioritize
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Innate curiosity and passion for continuous improvement
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Proactive and forward thinker
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Good interpersonal skills
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Attention to detail and accuracy in work
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Ability to work in a team environment as well as independently
Experience and Credentials
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Minimum of 6 months in role with Jacent a requirement
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Must be in good standing, with no current performance improvement plans in place
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High School Diploma
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Associates or bachelor’s degree preferred
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One year customer service and/or administrative experience minimum
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Retail experience preferred
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Strong computer skills including proficiency with Microsoft Word, Excel, Outlook, Teams, and web-browsers
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Prior experience with NetSuite is a plus
