Job Description Summary

Resolve basic customer service activities including communicating with customers, investigating issues, and answering questions under direction and supervision, process customer returns and monitor to ensure the product is received.

Job Description

Job Functions

• Ensure FCA acknowledgement forms are filled out by impacted customers

• Resolve basic customer service activities including communicating with customers, investigating issues, and answering questions under direction and supervision

• Process customer returns and monitor to ensure the product is received

• Log all related FCA communications with customers, activity forms and acknowledgements and provide routine status reports to management

• Correspond with Customer Service on latest awareness communications

• Identify process improvements and maintenance of contact logs

• Basic data analysis for metrics

• Provide coaching and job training to lower level employees

• Coordinate with warehouse personnel regarding changes to product returns.

• Other incidental duties assigned by leadership.

Education/Experience

• High School Diploma

• 2 years of previous related experience (preferred)

Required Skills

• Fluent in speaking, reading, writing English

• Good computer skills including usage of MS Office Suite

• Good written and verbal communication skills and interpersonal relationship skills

• Ability to work in a fast paced environment

• Substantial knowledge and understanding of policies and procedures

• Moderate knowledge on products and customers

• Good computer knowledge in ERP application (e.g JDE)

• Ability to manage confidential information with discretion

• Excellent customer service skills with ability to negotiate and resolve difficult situations

• Excellent problem-solving skills

• Ability to build and maintain strong relationships across the organization to influence and achieve objectives

• Strict attention to detail

• Must be able to work in a team environment under minimum supervision, including inter-departmental teams and with other departments

• Adhere to all EHS rules and requirements and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control

Required Skills

Optional Skills

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Primary Work Location

DOM San Cristobal - Nave 25-Merengue

Additional Locations

Work Shift

DO Admin SH 45H 8AM-5PM (Dominican Republic)