Welcome to Natalie's. The Customer Service Representative is committed to delivering an unrivaled experience for our consumers and customers throughout their journey with Natalie's. This position operates within the customer service team. At Natalie's, we exceed the expectations of our consumers and customers with excellent customer service and support.
Key Responsibilities:
Enter/key customer orders into ERP/NetSuite system
Understand customer information i.e. ship day, order day, truck route, specialty items ordered etc.
Assist customers with questions regarding orders i.e. order changes, adding additional items to order, delivery date questions, product questions and more.
Notify customer once order was received and keyed into system. Send customer order confirmation once order is completed.
Assist in answering the corporate phone. Delegate calls to specific departments, answer consumer questions about the brand and product, assist internal team members with questions regarding customer orders, transportation (order ship / delivery days), Truck the order was placed on and POs.
Communicate in a meticulous manner internally and externally to customers, consumers and team members.
Provide professional customer service that exceeds expectations and delivers an unrivaled experience that provides individuals with thorough information and leaving all questions answered.
Execute daily audits to ensure customer POs match the order keyed into the system. Verify all details regarding customer and order are accurate.
Qualifications:
Excellent and professional communication skills both verbal and written.
3+ years in data entry and customer service
Full knowledge of Microsoft Suite
Excellent computer skills
Strong analytical skills
Strong orientation to accuracy and detail.
Excellent interpersonal/teamwork skills.
The Natalie's Way - Natalie's is a lively and colorful team that expects the following:
Excellent customer service
Natalie's goes to great lengths to provide excellent customer service internally and externally to customers and consumers alike. We provide prompts responses within 8-24 hours of inquiry and are a solution based organization that help to solve problems with mindful and tactful approaches.
Extreme Ownership
Natalie's is a culture that takes ownership of the responsibilities given to each team member. With that responsibility comes the expectation that each team member will manage their role and projects effectively, professionally and seek areas of improvement where needed. We are here to help guide and assist each other as a team - it is expected to provide solution oriented plans to progress a project forward.
Exceeding Expectations
Natalie's is a culture that seeks to provide a world-class and memorable experience. Response times internally and externally are vital in showing the consumer, customer and/or team member their level of priority to our business. Provide timely, accurate and informative information is a requirement and coaching/ teaching team members to assist in learning from you is a necessity.
Mindful and Thorough Communication
Natalie's is a culture that communicates in detail internally and externally to provide a source of knowledge that is of value and guidance. This applies also to communicating to your team to ensure to maintain a positive and productive work environment. We are here to work as a team to grow and learn - communicating transparently helps the team thrive even through challenges.
Honor Your Word
Should you commit to a plan or process - honor word - and meet the deadline. Should the deadline need changing - communicate in advance and work on plan to achieve the goal with manager.