Experienced Customer Support Specialist for Will Call Operations – Delivering Exceptional Service and Ensuring Seamless Customer Experiences

Introduction to blithequark

At blithequark, we pride ourselves on being a leader in our industry, dedicated to providing top-notch service and support to our customers. Our commitment to excellence has earned us a reputation for being one of the best in the business, and we're looking for talented individuals to join our team. As a Will Call Customer Support Specialist, you will play a vital role in ensuring that our customers receive the highest level of service and support, making their experience with blithequark nothing short of exceptional.

Job Overview

We are seeking a highly skilled and dedicated Will Call Customer Support Specialist to join our team at blithequark. In this role, you will be responsible for efficiently processing returns and credits, ensuring that all customers have an exceptional experience. Your ability to handle customer inquiries with professionalism, accuracy, and urgency will be crucial in maintaining our high standards of customer satisfaction. The ideal candidate will be committed to delivering the best service in the industry and will have a passion for providing exceptional customer experiences.

Key Responsibilities

• Respond to customer requests for returns and credits via email and phone, ensuring timely and accurate resolution of all inquiries.
• Process returns and credit requests, including order entry for replacements, and ensure that all necessary procedures are followed.
• Check stock availability, track order and delivery status, and other necessary data to ensure that customers receive their orders in a timely and efficient manner.
• Communicate with vendors, warehouse team, and Accounts Payable as necessary to process returns and ensure that all parties are informed and up-to-date.
• Follow appropriate procedures when determining if material will be returned to factory, warehouse, or scrapped in field, ensuring that all decisions are made with the customer's best interests in mind.
• Partner with suppliers to process direct returns to factory, ensuring that all returns are handled efficiently and effectively.
• Issue credits as outlined by blithequark internal procedures, ensuring that all customers receive the credit they are due in a timely and accurate manner.
• Create positive customer experiences through email, phone, and written communications, ensuring that all customers feel valued and supported.
• Utilize required systems, including P21 and Salesforce, to process returns and credits, maintain accurate records, and respond to customer inquiries.

Will-Call Counter Support

• Service incoming customers with their various needs, including processing orders and returns, and handling cases from work queues.
• Manage cases as assigned in Salesforce, including RMAs and credits, and respond to customer inquiries in a timely and accurate manner.
• Address any issues or concerns that customers may have during the pickup process, ensuring that all customers have a positive and seamless experience.

Inter-Departmental Communication

• Work closely with the Contact Center teams to complete customer credit and return requests, generate replacement orders, and provide order status information.
• Communicate with other departments within blithequark as needed to answer questions and resolve customer issues, ensuring that all parties are informed and up-to-date.

Qualifications

To be successful in this role, you will need to have a strong background in customer service, preferably in the distribution industry. A High School diploma or GED is required, and an Associate degree or Bachelor's degree is preferred. You will also need to have 3-5 years of experience in customer service, with a proven track record of delivering exceptional customer experiences.

Essential Skills

• Customer Focus: Ability to build strong customer relationships, deliver customer-centric solutions, and ensure all inquiries are resolved quickly and accurately.
• Interpersonal Skills: Ability to interact, communicate, and build relationships with others, including customers, vendors, and internal stakeholders.
• Verbal and Written Communication Skills: Ability to clearly articulate and convey information and ideas in speaking and writing, ensuring that all customers and stakeholders understand the information being communicated.
• Empathy: Ability to take an active interest in the concerns of others, ensuring that customer needs are met and that all customers feel valued and supported.
• Professionalism: Professional and pleasant speaking and writing manner, via telephone, email, and in person, with basic business acumen and urgency in resolving customer issues.
• Technical Learning Capability: Proficient with or the ability to quickly learn an array of computer hardware and software, including P21 and Salesforce.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Will Call Customer Support Specialist, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and formal education and certification programs. You will also have the opportunity to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and skills.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and supportive work environment. Our company culture is built on a foundation of respect, empathy, and open communication, and we are committed to creating a workplace where all employees feel valued, supported, and empowered to succeed. As a Will Call Customer Support Specialist, you will be part of a dynamic and fast-paced team, working in a collaborative and inclusive environment that is focused on delivering exceptional customer experiences.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary range that is commensurate with experience, as well as a range of perks and benefits, including health insurance, retirement savings plans, and paid time off. We also offer a range of employee recognition and reward programs, designed to recognize and reward outstanding performance and contributions to the company.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for the Will Call Customer Support Specialist role at blithequark. This is a unique opportunity to join a talented and experienced team, working in a dynamic and fast-paced environment that is focused on delivering exceptional customer experiences. With a range of training and development opportunities, a competitive compensation package, and a positive and supportive work environment, this is a role that offers real opportunities for growth and development. So why not apply today and take the first step towards an exciting and rewarding career at blithequark?

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