JOB SUMMARY

: The Customer Service Team leader is responsible for providing quality and efficient customer service to shoppers through the daily management of a team of employees to include motivating, recognizing, coaching, and training them.

JOB FUNCTIONS AND RESPONSIBILITIES

: Be proficient in all aspects of customer service to include e-commerce and Vibrant Works products Evaluate and improve productivity of Customer Service/e-Commerce team Ensure all Customer Service/e-Commerce employees are cross trained Ensure all customer orders are processed in a timely manner - corrective action is taken when expectations are not met Reach maximal customer satisfaction and minimal customer complaints Assist in set up and maintaining e-commerce website Prepare and distribute reports showing e-commerce performance Set up new vendor accounts and set up and maintain new item prices in database Maintain good vendor relationships with all e-commerce vendors Sourcing for Special Customer Requests Serve as first Point of Contact for customer service employees Ensure all CS related information sheets are updated in a timely manner Serve as primary Point of Contact for unique requirements or complex issues Assume additional responsibilities, perform additional duties, and complete special projects as assigned Gather all necessary information from various sources to prepare reports Demonstrate and embodies our values: Be Limitless, Be Resilient, Be People Centered, Be a Team, and Be Trustworthy

EDUCATION/EXPERIENCE

High school diploma or equivalent required 1-2 years retail/wholesale experience dealing with office/stationary products or equivalent 3 years' experience in general business and office skills

SKILLS/ABILITIES

Excellent computer skills, including MS Word, Excel and PowerPoint, with emphasis on Excel. Ability to operate most standard office equipment Knowledge of computer systems CounterPoint and ERP Effective written and verbal communication skills Knowledge of Retail Sales Operations Ability to coordinate and prioritize a variety of administrative tasks

PHYSICAL REQUIREMENTS

Must be able to sit/stand for long periods of time. Must be able to lift 5-10 pounds. Must be able to conduct repetitive motions on a daily basis. This job description does not imply these are the only duties to be performed. The incumbent in this position will perform such other tasks as may be required for the effective operations of the Division/Department upon request by his/her supervisor.

Please note:

Under the AbilityOne Program, Vibrant Works gives hiring preference to individuals who are legally blind. Any decision to disclose a disability by an applicant related to the hiring preference is completely voluntary. Requesting such information is also a part of our affirmative action efforts. Information that is disclosed will remain confidential. Also, your decision not to disclose disability status will not have a negative impact in the hiring process. Vibrant Works is an equal opportunity employer and does not discriminate on the basis of age, sex, marital status, sexual orientation, gender identity, race, creed, color, national origin, honorably discharged veteran or military status, the presence of any sensory, mental or physical disability, the use of a dog guide or service animal by a person with a disability, or any other characteristic protected by federal, state, or local law. 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