Retail Distribution Center Operations Coordinator

Summary

As a Centralized Customer Service Representative, the position provides exceptional customer care to internal and external customers and helps exceed customer expectations daily. This position performs daily cash paperwork auditing and Salesforce case management and supports stores with retail back-end administrative functions that include unclaimed property research, credit card refunds, billing error corrections, and reports cleanup; this is a call center environment.

Primary Job Functions

This section describes the primary /essential responsibilities that this job performs.

· Provide outstanding service experience for every store guest and store team member. Maintain a welcoming, professional, visible presence over the phone and with team members, engage with guests over the phone, ensuring they are always treated in a cordial, respectful manner in a way that represents the Company's brand image.

· Manages and maintains the store's CRM (Customer Relationship Management) caseload and ensures timely response and resolution to all open cases assigned to the team.

· Responds to customer's inquiries regarding sales billing.

· Accountable for store accounting functions, ensuring all receipts and cash audits were accounted for and balanced monies for the day. Responsible for scanning the store's daily cash paperwork.

· Processes credit card refunds by reviewing the AR credits report or through requests from Salesforce cases.

· Audits store delivery receipts and manages the daily billing of store pick and take with orders.

· Processes store credit memos and billing error corrections.

· Review unclaimed property reports and audits to ensure credits are due. If credits are not due, ensure to complete the reversal of the credit. Updates AR remarks with proper notes.

· Assists with store report cleanup, including store cancellations, balance due, ASAP, and Past Due orders.

· Manages escalated mattress comfort guarantee issues.

· Assist the Retail Operations with special projects as assigned.

· Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

Secondary Responsibilities

· Maintain reliable attendance.

· Actively participate in departmental meetings, training and education. Assist with training other employees and providing backup.

· Complete other assignments and special projects as requested.

Job Qualifications

Education: High School Diploma or equivalent required

Experience: 1 year of customer service, office, and/or administrative experience

Knowledge, Skills and Abilities

· Knowledge of basic business, finance, and accounting

· Customer service skills

· Proficient math skills

· Proficient keyboarding skills

· Excellent verbal and written communication skills

· Excellent interpersonal skills.

· Strong attention to detail

· Effective time management and organizational skills

· Work independently as well as in a team environment

· Analytical and problem-solving skills

· Maintain confidentiality

· Working knowledge of Continuous Improvement

· Handle multiple projects simultaneously within established time constraints

· Proficient computer skills, including experience with Microsoft Office Suite,

· internet

· Perform under strong demands in a fast-paced environment

· Work professionally with customers and co-workers to efficiently serve our

· customers, treating both with enthusiasm and respect

· Display empathy, understanding, and patience with employees and external

· Customers

· Respond professionally in situations with difficult employee/vendor/customer issues or inquiries