Job Description

PHARMAPACKS, A HEALTH AND BEAUTY E-RETAILER IS LOOKING TO ADD CUSTOMER SERVICE PERSONNEL TO OUR THRIVING COMPANY LOCATED IN ISLANDIA, NY. WE WERE RECENTLY NAMED THE 5TH FASTEST GROWING COMPANY IN NEW YORK BY CRAIN'S AS WELL AS MANY OTHER PRESTIGIOUS RECOGNITIONS & AWARDS THROUGHOUT THIS YEAR. WE'D LIKE SOMEONE WHO GENUINELY BELIEVES THAT CUSTOMERS DESERVE THE BEST SERVICE POSSIBLE. MUST HAVE A PASSION FOR HELPING PEOPLE, RESOLVE ANY ISSUES AND IMPROVE THE CUSTOMER'S EXPERIENCE.  

RESPONSIBILITIES OF THE CUSTOMER SERVICE REPRESENTATIVE INCLUDE (BUT ARE NOT LIMITED TO):  

• ASSIST WITH PLACING ORDERS, REFUNDS, CANCELLATIONS, RETURNS, AND MORE 

• RESOLVE CUSTOMER COMPLAINTS VIA PHONE, EMAILS, LIVE CHATS, AND SOCIAL MEDIA

• HELP CUSTOMERS IDENTIFY AND RESOLVE ANY ISSUES WITH THEIR ORDER 

• RECORD CUSTOMER INTERACTION, DETAILS OF INQUIRIES, COMPLAINTS, COMMENTS AS WELL AS ACTIONS TAKEN 

• COORDINATE WITH MANAGEMENT, AND TEAM MEMBERS TO ENSURE ANY ISSUES ARE RESOLVED

• UTILIZE COMPUTER TECHNOLOGY TO MANAGE HIGH CALL VOLUMES & INCOMING CHATS  

• REPORTING TO SENIOR MANAGEMENT PERSONNEL WHEN REQUIRED 

• NAVIGATE MARKETPLACE AND D2C ACCOUNTS

QUALIFICATIONS OF THE CUSTOMER SERVICE REPRESENTATIVE ARE:

COMMUNICATION SKILLS: 

• EXCELLENT COMMUNICATIONS SKILLS (WRITTEN AND VERBAL) 

• ABILITY TO COMMUNICATE CORRECTLY AND CLEARLY WITH ALL CUSTOMERS 

• EXCELLENT DOCUMENTATION SKILLS

• GOOD COMPREHENSION SKILLS — ABILITY TO CLEARLY UNDERSTAND AND STATE THE ISSUES CUSTOMERS PRESENT 

• ABILITY TO CONCENTRATE — FOLLOW CUSTOMER’S ISSUES WITHOUT DISTRACTION TO RESOLUTION. 

• GOOD COMMUNICATION SKILLS — ABILITY TO COMPOSE A GRAMMATICALLY CORRECT, CONCISE, AND ACCURATE WRITTEN RESPONSE. 

• WORK SUCCESSFULLY IN A TEAM ENVIRONMENT AS WELL AS INDEPENDENTLY

• BI-LINGUAL A PLUS

COMPUTER KNOWLEDGE/SKILLS: 

• ABILITY TO USE A DESKTOP/LAPTOP COMPUTER

• FAMILIARITY WITH GOOGLE SUITE, MICROSOFT OFFICE

• EXCELLENT TYPING SKILLS

• DEMONSTRATES UNDERSTANDING OF THE INTERNET

• DEMONSTRATES AN ABILITY TO SUCCESSFULLY NAVIGATE WEBSITES 

• ABILITY TO SUCCESSFULLY ADAPT TO CHANGE IN THE WORK ENVIRONMENT

CUSTOMER FOCUS: 

• EXCELLENT CUSTOMER SERVICE SKILLS, INCLUDING MAINTAINING FOCUS ON THE CUSTOMER ISSUE IN A FAST-PACED ENVIRONMENT. 

• ABILITY TO EMPATHIZE WITH AND PRIORITIZE CUSTOMER NEEDS 

• DEMONSTRATED INTERPERSONAL SKILLS WITH A DIVERSE CUSTOMER BASE 

• DEMONSTRATES CONFLICT RESOLUTION AND DE-ESCALATION SKILLS 

• DEMONSTRATES ABILITY TO RESOLVE CHALLENGING CUSTOMER ISSUES WHEN NECESSARY

• ABILITY TO FOLLOW POLICIES AND GUIDELINES TO DETERMINE CUSTOMER NEEDS AND PROVIDE APPROPRIATE SOLUTIONS. 

• MAINTAIN REGULAR AND RELIABLE ATTENDANCE INCLUDING THE DAILY SCHEDULE AS ASSIGNED 

• ABILITY TO OVERTIME WHEN NEEDED

PROBLEM SOLVING SKILLS: 

• EFFECTIVE PROBLEM-SOLVING SKILLS INCLUDING DECISION MAKING, TIME MANAGEMENT, AND IMMEDIATE PRIORITIZATION OF TASKS AS ASSIGNED. 

• ABILITY TO APPROACH PROBLEMS LOGICALLY AND RATIONALLY 

• ORGANIZED AND DETAIL-ORIENTED 

• ABILITY TO QUICKLY AND EFFECTIVELY PRIORITIZE WORK TIME IN VARIOUS TASTE TO MEET BUSINESS NEEDS

• ABILITY TO MAINTAIN THE COMPUTER IN HIGHLY ESCALATED SITUATIONS

• DEMONSTRATED ABILITY TO BE CREATIVE AND AN ANALYTICAL THINKER

IF YOU ARE INTERESTED IN THIS CUSTOMER SERVICE REPRESENTATIVE JOB LOCATED IN ISLANDIA, NY APPLY TODAY OR SEND RESUMES TO SKARLETG@PHARMAPACKS.COM 

Company Description

We are North America’s top online marketplace seller with over 10 years of knowledge and expertise Pharmapacks is a premier team of eCommerce experts connecting consumers to their favorite health, beauty, and wellness brands on popular online marketplaces such as Amazon, Walmart, Target Plus, Google Marketplace, and eBay. Since our inception in 2010, we’ve grown to become one of the largest marketplace sellers in the U.S. and are now the largest Amazon third-party seller in North America. Since our inception, we’ve achieved exponential growth by consistently delivering on our promise of best-in-class eCommerce enablement. We provide some of the world’s most renowned and innovative brands with 360 services around brand management, marketing, and fulfillment. We’ve also built cutting-edge proprietary technology incorporating our 10 years of marketplace experience which we leverage in areas such as search marketing, inventory forecasting, and logistics optimization to quickly realize maximum sales potential for each product we sell. As a founder-led organization, we highly value our entrepreneurial spirit and ability to get stuff done in an incredibly high-growth environment. We strive to develop the best solutions for our customers while creating a place where our employees can do their best work and be their best selves. We are now part of the Carlyle portfolio of companies which means substantial investment in our growth, our business and most importantly, our people.