Randstad Customer Operations Associate in San Bruno, California

Customer Operations Associate


San Bruno, CA

Date Posted:

Thursday, October 13, 2016

Job Type:


Reference #:



Randstad Technologies

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  1. 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

  1. 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:

Functional Competencies:

  • Strong focus on the customer experience

  • Fast learner

  • 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

Interpersonal Competencies:

  • 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.

Leadership Competencies:

  • 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

3) Experience:

  • 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

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