Customer Account Service Representative

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Job ID: 861331


Customer Account Service Representative

Location: Louisville, KY

Shift: Monday-Friday 8am-4:30pm

Pay Rate: $21/hr

Position Summary
A distribution company is looking for the right candidate to support an emergent Marketplace and Direct to Consumer business sector. The right candidate will have a good understanding of the complete order lifecycle pre- and post-sale and is able to manage consumer needs professionally and promptly. The role includes an opportunity to help design a foundation to support expected growth by selecting, configuring, and administering the right tools and software to support the growing business.



Essential Duties & Responsibilities

• Perform order monitoring via customer interfaces and internal systems including status, tracking, and invoicing.
• Manage order services including processing returns, issuing refunds, sending replacements, and handling general inquiries.
• Analyze customer performance metrics including On Time, In Full, and service SLAs.
• Own omni-channel communication with external retailers and consumers via multiple methods including phone, email, customer interfaces, and select applications.
• Serve as communication liaison for internal sales, operations, and finance via multiple methods including phone, email, customer interfaces, and chat.
• Administer applications used to manage the tasks associated with the role, which may include, but are not limited to, helpdesk, VOIP, and/or contact center software.
• Always represent the brand with a high level of integrity and professionalism, especially while under pressure.

Qualifications

• High School Diploma or equivalent.
• Excellent written and oral communication skills that enable clear and concise exchanges with consumers, retailers, and colleagues.
• 2 years of order management systems or integrations experience.
• Strong conflict resolution skills.
• Experience with workflow optimization.
• Able to translate metrics and data into actionable items to support a growing business sector.
• Familiarity with EDI and API technology applications.
• Excellent multitasking ability.
• Able to prioritize time-sensitive tasks.

Physical Requirements

• Ability to sit for extended periods while working at a computer.
• Frequent use of hands for typing, mousing, and phone use.
• Ability to communicate clearly via phone, email, and other digital channels.
• Occasional lifting of office materials up to 10-15 pounds.

Malone is an equal opportunity employer


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