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Customer Service Fulfillment Coordinator

Menlo Park, CA 94025 | Contract

Post Date: 08/08/2018 Job ID: 22678 Industry: Customer Support

As the Customer Service Fulfillment Coordinator, you’ ll be assisting the Customer Service Specialist team with day-to-day operations while focusing on resolving shipping and logistics challenges.

In this challenging role, you’ ll be surrounded by a passionate team of individuals that are dedicated to the common goal of connecting the world through virtual reality.

 

Long-term Vision:
  • Assist the Customer Service Fulfillment Specialist in designing an effective, long-term support strategy that will deliver a top-tier customer experience.
  • Collaborate with Logistics and Support team in managing relationships with the distribution centers to uphold the standards of  Customer Support.

 

Daily tasks would include:
  • Working closely with the Fulfillment Specialist to triage customer escalations regarding order processing issues, shipping and returns management from all available support channels via existing tools.
  • Using strong communication and logical problem solving skills to improve  support experiences and troubleshoot hardware and software issues.
  • Communicating between customers and our warehouses to answer inquiries, provide updates/resolutions, and assist the Customer Service Fulfillment Specialist.
  • Leveraging all available tools to: query and interpret raw data, analyze trends, organize batches of information, and create reports.
  • Monitoring critical activities and updates from the distribution and fulfillment centers to relay time sensitive information and communicate it to various departments, as needed.
  • Analyzing distribution and fulfillment center data to ensure its integrity and alert the Customer Support and Logistics teams of errors or discrepancies that could disrupt operations or impact customer experience.

Skills:
  • 1+ years of customer service experience - required. The ideal candidate will be able to de-escalate emotional situations quickly and effectively while maintaining a high level of customer satisfaction.
  • Ability to thrive in a fast-paced start-up environment - required.
  • Experience in Logistics and/or fulfillment operations - required.
  • Strong communication skills, both verbal and written - required.
  • Excellent organizational skills and ability to manage multiple ongoing projects - required.
  • Proficient in Excel (organizing, formatting, and calculating data with various formulas) and data reporting experience with multiple ERP systems - required.
  • Knowledge of the gaming and/or consumer electronics industries - plus.
  • Experience in computer software, hardware, or game development - plus.

Education:: High School Diploma
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