Randstad Customer Operations Associate in San Bruno, California
Customer Operations Associate
San Bruno, CA
Thursday, October 13, 2016
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Issue Management (85%)
Own monitoring, reassigning, labeling, and managing resolution with cross functional partners for customer issues escalated through from our Frontline and Tier 2 agents via our Manager Escalation process
Escalate trends to the team in order to get ahead of mass impacting issues
Document background on customer issues by adding comments in our CRM system.
Assist with customer service adjustment inquiries from the Customer Advocacy team.
Support the Order Management and Transportation teams with one-off customer issues
- Customer Mail Merges (15%)
Research customer impacting issues.
Work with cross functional groups including Fulfillment, Customer Advocacy, Merchandising, Engineering, PR, Legal and Creative to understand and resolve issues.
Prepare mail merge files - requires extreme focus and attention to detail.
Ensure mail merge was sent correctly, and monitor customer replies.
Upload comments in mass to affected customer accounts
Issue eGiftCard compensation as situations require
Deliver written executive recap including the magnitude of issue (e.g. customer, order, and financial exposure) and root cause and resolution
1) Knowledge, Skills, Abilities:
Strong focus on the customer experience
Detail oriented with good analytical and problem solving skills
Ability to prioritize and successfully drive multiple tasks appropriately
Proficient in MS Office and technical ability to quickly learn new applications
Ability to balance multiple priorities at once and manage time appropriately
Ability to collaborate with internal and external fulfillment partner stakeholders
High sense of ownership, urgency and attention to detail
Strong written and verbal communication skills to internal and cross-functional teams.
Foster and maintain Wal-Mart s three core values:
Respect for the Individual
Service to our Customer
Strive for Excellence
2) Preferred Educational Level:
- Bachelors degree or equivalent with preference for customer service, supply chain, logistics, operations or other relevant specialization
1-2 years experience of relevant customer service, PR, supply chain, logistics, operations or other related field preferred
Experience in writing, documentation of processes/policies
Experience and knowledge of ecommerce, including customer service, operations preferred
Experience working in a customer service or customer focused environment required
Experience in working as strong contributor in a team-based environment