Job Description
The Customer Service and Vendor Account Representative is a key part in ensuring that our company runs efficiently and effectively. This role is a vital one within Hydrobuilder, as the person works with members of all departments, interacts directly with vendors and customers, and works to eliminate waste and inefficiencies.
ESSENTIAL JOB FUNCTIONS:
- Handle all post-sale customer questions and issues via email and phone
- Manage 30 plus vendor relationships at the day to day level
- Identify areas for automation, improvement and/or elimination of standard vendor related processes.
- Work to eliminate manual data entry wherever possible.
- Review orders identified by our fraud protection systems for approval/decline
- Drive change within Hydrobuilder and our vendors to create a better user experience.
- Manage all aspects of customer orders (order entry, purchasing, expediting).
- Work with the other internal departments to quickly resolve customer concerns.
- Review, approve and process all RMA (Return Merchandise Authorization) requests after ensuring all company requirements are met.
- Resolve discrepant returns and troubleshoot warehouse and shipping issues.
KEY COMPETENCIES:
- Problem solving.
- Empathy.
- The ability to work both tactically and strategically.
- Effectively prioritize and manage your time.
- Strong keyboard and 10-key skills.
- Be able to manage difficult or emotional situations.
- Respond promptly to internal customer needs.
- Quickly embrace, learn and apply new technology and/or procedures.
- Strict attention to detail.
- A proven ability deliver excellent customer service.