Job Description

Have exceptional verbal, writing, and grammar skills to manage and resolve all consumer inquiries via multiple
communication channels to include phone, e-mail, consumer knowledge base, live chat, and mail. Answer general questions and handle product complaints in a professional and courteous manner. Enter consumer sales and warranty orders into e-commerce and/or ERP system. Code warranty claims and assist in the warranty area as needed. Keep current on all new product launches and line extensions. Make suggestions for the continued improvement of the Consumer Relations dept.
Essential Job Duties:
Represent all company brands via the various consumer contact channels in a professional, courteous manner and within the required time frame at all times.
Evaluate consumer's need and provide the necessary answer or solution to their inquiry. Provide education to consumer's regarding products, warranty policies, warranty return, cooking information, etc.
Prepare consumer intake information for product liability claims and forward to the CR Supervisor and Manager.
Read and answer consumer and retail vendor inquiries. Ensure all answers are complete and written using proper English spelling and grammar.
Represent the company via the various Marketplace contact channels in a professional, courteous manner and within the required time frame at all times.
Update, audit and create correspondence templates to be utilized within all Marketplaces.
Follow all Marketplace procedures outlined by Consumer Relations Supervisor and Manager.
Participate in all meetings, pertaining to existing and new Marketplace business.
Research credit requests and notify the CR Administrative team members for processing once validated.
Research and resolve any consumer disputes/claims submitted via Marketplace sites.
Report any trends, site, product and/or order issues to Manager/Supervisor promptly.
Meet or exceed quality expectations set by department.
Participate in monitoring sessions, listening to and acting upon feedback toward the goal of continual improvement of call, chat, product inquiries and e-mail quality.
Perform data entry for warranty replacement and sales orders in both ERP system, Freshdesk CRM and e-commerce sites as necessary. Check product availability place the order and monitor order for any shipment issues.
Code incoming warranty returns via online and physical product received through the warehouse, open and
process incoming D2C returns and assist Warranty Specialist on an as needed basis.
Continually upgrade product knowledge through full participation at department meetings and trainings. Utilize multiple web-based and hard copy resources to obtain information to assist customers.
Act as a backup for various department tasks assigned by Manager.
Assist with data reporting or other special projects as assigned.
Perform other duties as directed by the Consumer Relations Supervisor and/or Manager.
Qualifications And Requirements
Must possess a high school diploma or GED equivalent.
Must possess one year of prior job experience in a consumer or service call center.
Must possess prior experience handling a high volume of inbound calls. (up to 100 per day)
Must maintain a consistent attendance record and be punctual and ready to work as scheduled.
Must be able to demonstrate proper phone etiquette and to communicate clearly and effectively in English while on the telephone.
Must be proficient in data entry, the Internet, e-mail, and know the basics of MS Word and MS Excel.
Must possess one year of prior experience handling consumer e-mail contacts. Prior experience with Live Chat preferred.
Must possess the ability to problem solve in the best interest of the consumer. Must possess strong interpersonal skills and the patience to deal with difficult consumer situations.
Must possess top-notch customer service skills and the ability to provide professional service to a wide range of individuals.
Must possess excellent writing skills and a good commence of proper English grammar, spelling and punctuation.
Must be able to work independently, and effectively communicate with upper management.
Must possess the mental and physical capabilities necessary to perform the job duties.
Non-negotiable Requirement:
US E-Commerce CSR experience
Handled Amazon campaigns

Have exceptional verbal, writing, and grammar skills to manage and resolve all consumer inquiries via multiple
communication channels to include phone, e-mail, consumer knowledge base, live chat, and mail. Answer general questions an