Customer Experience Ambassador- Inventory
·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.
· 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