Overview

The Customer Service Coordinator will be responsible and accountable for the administration of various logistics and ecommerce tasks to support NTS growth in Ghirardelli’s E-commerce channel.
Customer Service
Managing incoming calls and customer service inquiries
Assist with building relationship with business customers, including reaching out to past customers to check if they will be placing follow-up orders
Respond to GCC website help tickets, emails and voicemail inquiries
Work with fulfillment team on review and notification of customer delayed orders
Resolve customer credit card and gift card discrepancies
Perform issue resolution and root cause analysis. Resolve customer problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Document reason codes for customer calls
Administrative Support
Assist Sales with order entry and processing including large address list orders; upselling where applicable
Process invoices, cross charges, returns and refunds
Review Large Order Holds
Monitor and update customer service/fulfillment status logs
Data entry of samples and partner orders
Check inventory levels for business customers and communicate need to stock transfers to fulfillment
Use order management and web related systems and their respective functionalities to perform his or her job functions
Assist E-commerce team with auditing website for applicable content
Various clerical tasks
Clear, professional, and effective oral and written communication
Team-building skills of empathy and rapport-building
Ability to manage time effectively
Strong proficiency with Word, Excel, and Outlook
Familiarity with order management systems and web based systems
Ability to handle multiple tasks simultaneously
Knowledge of customer service techniques focused on delighting the customer
Knowledge and experience working with JD Edwards Computer environment preferred


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