Customer Service support specialistLeap Vista

Reports to: Customer Service Manager
The Support Specialist is responsible for supporting all tasks involved, but not limited to, the entire order fulfillment process. The position is responsible for the following
Daily Productivity
Contribute to the daily confirmation numbers, conversions and upsells
Serves as additional workforce and will work on order for confirmations
Phone Support -
Chat Support - to cross-train as back up
To help manage the Order Fulfillment Tracking Sheet of the CSRs
Daily OH extraction and import to the sheet
Checks and removes duplicate entries, etc.
3PL Tracking - NinjaVan
Ensure that immediate updates on the parcel issues are logged in the disposition sheet for successful delivery attempts
Gather customer feedback and reasons on rejected parcels (RTS)
To work on the disposition sheet for daily updates and immediate confirmation of parcels with issues to ensure successful delivery attempts the following day
To work on the Failure Delivery Report sheet - to get feedback and customer reasons of rejected parcels
Quality Assurance Process
Random cross checks on orders prior to Warehouse Manager's order extraction for shipments & for quality standard compliance.
Random check of all entries in the Order Fulfillment Spreadsheet & OrderHive
Proper order dispositions/status in the spreadsheet
Ensure that all updates captured and noted in the spreadsheet are applied in the OH orders (e.g. changes or updates in shipping addresses, proper tags, etc.)
Random check of confirmed orders to make sure that all statused as Confirmed orders in the spreadsheet are not left under Responded
Check OH of orders that are past the 24-hr confirmation period & takes immediate action to process and confirm orders that have not been confirmed outside the time frame
Ad hoc Tasks
To work on ad hoc tasks in OH
RTS list
Shipped list
Will be leveraged to tasks as necessary other additional tasks that requires support and immediate action
Workable