Customer Experience Ambassador- Inventory

Job Summary

·Monitor, manage, and react to ensure River of Good’s E-Commerce Customer Metrics are at or above goals.

·Provide excellent customer service to all E-Commerce partners and end users.

·Lead and help identify and detail the areas of improvement to our E-commerce operations team.

·Project manage and onboarding of new customers.

·Leverage knowledge by providing customer operations advice or back-up other departments.

·Assist and make recommendations to inventory management.

·Participate in process documentation and improvement.

Responsibilities and Duties

E-commerce Customer Operations Excellence

· Ensure operational metrics and customer scorecards are at or above goal; react as necessary.

· Monitor customer critical operations task, process changes in a timely manner and work internally to ensure compliance.

· Participate in internal efficiency improvement and enhancements.

B2B and B2C Customer Experience/Customer Operations

· Oversee, manage, and provide B2B and B2C customer service to all customers including tracking shipments, troubleshooting product questions, return processing and credits.

· Help to improve and create process efficiencies, create training manuals, cheat sheets and encourage others to do the same.

New Customer On-boarding

· Read customer manuals to understand requirements

· Learn customer portals and train others on processes

· Create processes to fit customer requirements when needed.

Inventory Management

· Assist in inventory planning.

· Make recommendations to re-order and replenishment programs.

Education and Experience

· High School Diploma or equivalent

· College degree preferred

· 2-3 yrs B2B customer service experience

Competencies (Behaviours and Technical Skills)

· Strong interest in learning and working in new software systems, portals and programs. Thorough understanding of office and internet operations

· Detail oriented and accurate

· Strong project coordinator

· Clear, effective and positive communicator across various mediums; including e-mail, phone, public message boards

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