The Fulfillment/Shipping & Maintenance Specialist is responsible for working within all areas of Fulfillment and to provide administrative support for functions in Shipping & Maintenance. S/he will be expected to learn and display a general working knowledge of incoming order entry and customer service.
This position will assist with and/or backup tasks wherever needed. The specific tasks will be determined by the Fulfillment Director on a daily basis and communicated to the Fulfillment Specialist. This position will assist with assigned tasks in Shipping & Maintenance. S/he will work within a team atmosphere, as well as answering incoming calls from customers and internal staff throughout the day.
This position requires utilization of the customer service order processing software. The Fulfillment/Shipping Specialist will represent HK in a courteous and professional manner. This position will have access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised. This is a 32.5 hour/week position with benefits. Working hours will be 8:00-3:30 or 8:30-4:00 with a one-hour lunch.
ESSENTIAL FUNCTION 1: Research all customer phone, facsimile, internet, in-house, conference, email, and mail orders for entry into the customer service order processing software.
a. Meet HK’s established customer account research time frames.
b. Follow customer account procedures during insertion and/or amend of customer record.
c. Determine and notate special exceptions such as a special discount or special product pricing for account(s) on customer account and/or order.
d. Use paperwork attached to customer returns for credit to find original order in the customer service order processing software to validate pricing and discounts and inscribe that information on paperwork.
e. Figure total credit due on calculator, inscribe on paperwork and record any reasons for discrepancies.
f. Consistently demonstrate proficiency in using the customer service order processing software.
g. Achieve yearly statistical customer file maintenance accuracy goals.
h. Maintain all customer credit card records following credit card compliance guidelines.
ESSENTIAL FUNCTION 2: Answer inbound calls on all team phone loops as assigned.
a. Consistently answer the phone professionally and efficiently following HK's established customer service guidelines.
b. Consistently demonstrate proficiency in using the customer service order processing software and back-end tools.
c. Utilize available reference materials to accurately answer customer's questions.
d. Schedule daily tasks to maximize time available on phone loops.
e. Call back customer voice mail messages within one hour.
f. Use available resources to accurately transfer calls in-house.
g. Achieve yearly statistical phone goals.
h. Maintain all customer credit card records following credit card compliance guidelines.
ESSENTIAL FUNCTION 3: Input all customer phone, facsimile, internet, in-house, conference, email, and mail orders into the customer service order processing software.
a. Meet HK’s established order entry time frames.
b. Complete accurate data entry of orders including mandatory prompted customer, discount, and product information.
c. Double-check data entry accuracy while matching printed credit invoice(s) to entry original paperwork.
d. Consistently demonstrate proficiency in using the customer service order processing software.
e. Follow written sorting instructions for mailing and distributing daily printed invoice copies.
f. Maintain a 99% and/or five or less monthly mistakes accuracy order entry rate and meet assigned average number of orders goals into the customer service order processing system.
g. Maintain all customer credit card records following credit card compliance guidelines.
ESSENTIAL FUNCTION 4: Complete written or verbal response to resolve customer service inquiries received via phone, facsimile, mail, email, and in-house staff.
a. Adhere to and follow HK's established policies for customer service resolution.
b. Utilize problem solving skills to quickly resolve inquiries.
c. Demonstrate strong written and verbal communication skills to internal and external customers' inquiries.
d. Consistently demonstrate proficiency in using the customer service order processing software, including back-end tools.
e. Use the customer service order processing software to notate resolutions on customer accounts.
f. Provide complete paperwork for UPS call tags, to apply credits/debits, and invoice corrections on customer accounts to internal staff.
g. Follow established procedures and time frames while completing accurate order entry of correction orders into the customer service order processing software.
h. Accurately re-file original paperwork as soon as possible.
i. Maintain all customer credit card records following credit card compliance guidelines.
ESSENTIAL FUNCTION 5: Other Assigned Duties
a. Back up daily input of products listed on returns for credit paperwork by Shipping Return Clerk into customer service order processing software.
i. Meet HK’s established returns for credit entry time frame.
ii. Work directly with the Shipping Return Associate and Fulfillment Return Specialist for questions on returns for credit paperwork.
iii. Maintain a 99% accuracy data entry rate and/or five or less mistakes order entry accuracy rate for input of products listed on returns for credit paperwork into the customer service order processing software.
b. Compile monthly international customer freight charges for freight billing.
c. Complete other duties as assigned by Fulfillment Director.
d. Assist with conference sales by researching customer accounts and entering orders into the customer service order processing software.
e. Take initiative to develop, write, and/or update procedural training instructions for review and approval by the Fulfillment Director.
f. Develop a strong HK product knowledge base.
i. Create a set daily time schedule to spend time learning HK products on the websites.
ii. When received, review all email and printed marketing campaigns.
iii. Become familiar with DSWF products to be able to answer basic customer questions and to take orders.
iv. Review all printed products routed through the department.
v. Review electronic product documentation stored in the "G" drive for product information.
vi. Review and develop a working knowledge of how to navigate HK websites.
g. Participate in the annual inventory count and separate fiscal year-end processes as assigned.
h. Ensure all orders, credits, and corrections are entered into the customer service order processing software before and after both processes final cut-off times.
i. Increase customer sales by suggesting additional related products or increasing item quantities on incoming orders.
j. During order entry, enter attempts and sales in the OrdersPlus module contained in the customer service order processing software.
ESSENTIAL FUNCTION 6: Maintain an organized, neat work area and filing systems. Consistently adhere to credit card compliance policies.
a. Develop and display an organized paper filing system in work area so other staff can find pending orders.
b. Utilize Fulfillment shared electronic file instructional folders and documentation as needed.
c. Responsible for organization and maintenance of personal electronic file folders.
d. Adhere to filing procedures for hard copy of customer order.
i. Shred credit card information prior to filing hard copy of customer order.
ii. File unprocessed credit card orders in individual folder in shared file cabinet at the end of each workday.
iii. Sign log book each time accessing file drawers with credit card information.
iv. Follow established written procedures for moving full file drawer hard copies of customer orders to warehouse archives.
e. Create and maintain a standard filing system for quickly locating printed resource materials to answer customer inquiries.
f. Maintain all customer credit card records following credit card compliance guidelines.
ESSENTIAL FUNCTION 7: Provide support functions to the Shipping Department.
a. Create labels and/or required documents as required by customer specifications.
b. Enter data and maintain several established database files.
c. Create, fax, and disseminate various department correspondence as needed.
d. Compile statistical data as needed for reporting.
e. Maintain organized and clean work areas.
ESSENTIAL FUNCTION 8: Process pick tickets received from dayend runs.
a. Print invoices to match up with pick tickets on a daily basis within required timelines.
b. Flag, separate, and sort orders according to established procedures.
INTERPERSONAL SKILLS: The Fulfillment/Shipping & Maintenance Specialist must have excellent verbal and written communication skills. S/he must articulate and have good use of grammar. S/he must be able to interact effectively with customers while answering loop phone calls and with co-workers, both in the department and with other departments/divisions. S/he must present a helpful and courteous manner and participate as a member of a team by providing resources and problem-solving skills throughout the day. S/he should be flexible and demonstrate adaptability to change.
COGNITIVE SKILLS: The Fulfillment/Shipping & Maintenance Specialist must be able to organize multiple tasks simultaneously because the loop phone calls will be interrupting the task at hand. S/he must be able to read, comprehend, and follow instruction accurately. The Fulfillment/Shipping & Maintenance Specialist must be able to prioritize tasks and take initiative on tasks where appropriate. S/he must be able to problem solve on a customer-by-customer basis. S/he must be able to demonstrate a high level of accuracy in his/her work. S/he must maintain a neat, organized office. The Fulfillment/Shipping & Maintenance Specialist must be able to meet deadlines.
PHYSICAL SKILLS: The Fulfillment/Shipping & Maintenance Specialist must have manual dexterity sufficient to operate a computer, telephone, and other basic office equipment. S/he should be able to sit for long periods of time. The Fulfillment/Shipping & Maintenance Specialist should be able to once a year perform a physical count in a warehouse environment and have the ability to lift 20 lbs. This position is moderately stressful and may become highly stressful during particular times of the year.
WORK ENVIRONMENT: This position will work in a cubicle environment with multiple staff in the same room.
EQUIPMENT: The Fulfillment/Shipping & Maintenance Specialist will routinely utilize the following:
REQUIREMENTS: A high school diploma is required with college coursework preferred.
QUALIFICATIONS: Type at least 40 words per minute with at least a 95% accuracy rating
Excellent telephone interaction skills
Demonstrated data entry experience
Excellent verbal and written communication skills
Demonstrated organizational skills
Demonstrated Microsoft Office Suite knowledge
CREDIT CARD SECURITY: This position will have access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.