Retail Customer Care Billing Clerk

Description

The LCC Delivery Support Representative will be the assigned to enhance and improve the overall customer experience. This position will collaborate with affected parties internally and externally. They will assist and ensure that problem resolution and obtained at the local level and they will communicate and follow up with affected parties regarding the outcome and resolution.

The Delivery Support Representative will collaborate with the warehouse staff, driver teams and others as needed, to ensure everyone is working toward solutions that will better serve our customers. This position is responsible for collecting driver information and feedback regarding the returned items and documentation in the system.

The Delivery Support Representative will take immediate action on returned items in attempt to resolve the issue as quickly as possible and to minimize the impact on the customer and the company.

The Delivery Support Representative will follow the product verification process by previewing the open goods in the warehouse lanes according to standard operating procedures. This includes understanding product specifications as well as familiarity with the construction and design of the items sold.

The Delivery Support Representative will confirm all items delivered by verifying delivery team confirmation and bill out all items delivered. Including verification of inventory adjustments for billing purposes.

The Delivery Support Representative will Support Homestore inquiries via email, and teams chat.

The Delivery Support Representative must have the skills and ability to keep emotions in check in order to seamlessly move from one situation to the next.

Scope:

Plant/Retail Locations:

Administrative

Staff:

None

Expense Budget:

Budget Responsibility? No

Primary Job Functions - this section describes the primary/essential responsibilities that this job performs.

1. Collaborate with the warehouse staff such as inventory, maintenance, service technicians, delivery teams etc…. to conduct audits of customer product stagged in the warehouse lanes at the beginning and/or end of the day.

2. Communicate the customer’s situation and perspective when situations require a 2nd (or additional)delivery due to an error or issue on the Company’s part; communicate with the customer during the audit process as necessary.

3. Collaborate with the delivery team refusals and check in process, the delivery driver, the delivery representative and other if needed to review the returned items. Capture all information regarding returned items; gather driver comments regarding issues and returns, review driver paperwork for additional comments and make notes during the returned product preview process. Make recommendations to ensure proper coding .

4. Take immediate action on returned items to ensure the most prompt and efficient resolution for our customers.

5. Professionally communicate with internal and external customers, such as end consumers, Homestore staff, service technicians, distribution center staff, delivery drivers, dispatch etc. throughout the business day using a variety of methods while simultaneously using the computer to take care of any concerns as requested by the customers. Some of these functions include; check delivery information, product availability and claim status, order replacements parts and schedule service technicians: confirm deliveries: complete post-delivery surveys: etc.

6. Accurately document all communication regarding the customers to ensure seamless service for the customer when multiple representatives are handling the call. Documentation should be clear and concise so that any representative assisting the customer is able to pick up where the pervious one left off.

7. Participate in reviewing and making recommendations to standard operating procedures to gain uniformity among all departments such as: HomeStore staff, service technicians, distribution center staff, delivery drivers, Customer Care etc.

8. Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

Knowledge, Skills and Abilities

· Professionally communicate with internal and external customers throughout the business day using variety of methods while simultaneously using computer to check on ordered items, delivery information, product availability and other information as requested by the customer.

· As required, select orders to organize full-truckload and partial deliveries. Contact the customer to advise them of all product delays.

· Collaboration with Customer and Supply Chain on product returns, negotiate to try to get customer to keep from canceling order due to product delays.

· Ensure customer information such as contact information, address, phone number, delivery availability, etc. is accurate and current: update the customer

· Excellent oral and written communication skills

· Excellent interpersonal skills

· Professional telephone etiquette

· Strong attention to detail

· Proficient computer skills, including experience with Microsoft Office Suite, Internet

· Analytical and problem-solving skills

· Manage multiple task and priorities simultaneously

· Work professionally with customers and co-workers to efficiently serve our customers treating both within enthusiasm and respect

· Able to adapt to change as required by business demands

· Work independently as well as in a team office environment

· Able to handle high stress situations or elevated situations

· Display empathy, understanding and patience with employees and external customers

· Effective time management and organizational skills

· Maintain confidentiality

· Working knowledge of Continuous Improvement

· Problem solving, make decisions and perform under strong demands in a fast-paced environment

· Respond professionally in situations with difficult customer issues or inquires

· Able to remail calm in escalated situations

· Maintain a positive & professional attitude that motivates others and promotes enthusiasm.

Secondary Job Functions

1. Maintain reliable attendance

2. Maintain a clan and orderly work area

3. Actively participate in department meetings, training, and educations.

4. Complete other assignments and special projects as requested

5. Maintain open and flexible schedule

Schedule Expectations

1. The incumbent is expected to work a minimum of 40 hrs/week

2. Possible Travel

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