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The Fulfillment Customer Service Representative is accountable for facilitating customer relations with fulfillment and Ecommerce business customers. This role involves customer account management to include: order monitoring, inventory validation, meeting key performance standards, and a high level of service and daily communication. Ability to manage and navigate all systems and information technology as it relates to fulfillment operations and customer specific accounts.

Essential Duties and Responsibilities include the following:

• Serve as the liaison between the agency's fulfillment customers and fulfillment/ production work floor.

• Manage project pricing, quality and scheduling incoming and outgoing customer product flow in an organized and comprehensive manner to exceed expectation.

• Utilize agency OI Cares philosophy and "Keys to Service Success" in all business communications. Extend a positive image of Opportunities, Inc. and its fulfillment capabilities within the business community and beyond.

• Research, analyze, investigate, resolve, and respond to customer inquiries.

• Resolve Business Central routine issues that may include; scanning order issues, Locus Robotics system challenges, postal file error importing and manifest generation. 

• Respond to inquiries timely and ensure responses are complete and focus on achieving high levels of first-contact resolution.

• Complete online tasks on behalf of the customers such as: Shipstation reporting, lowest shipping options, Ecommerce platforms, Google spreadsheets, Endicia and logistic website to process customer orders. 

• Produce and send to customers on time shipping and receipt documents.

• Effectively work independently and manage position responsibilities and special assignments completely.

• Work together with the inventory department on conducting physical counts and communicate customer inventory accuracy.

• Verify clerical/computer computations against physical stock counts, adjust errors, investigate, and report reasons for discrepancies.

• Support ecommerce and maintain effective communication between the customer and production personnel through effective written and verbal communication. Process product orders and provide prompt and efficient response and resolution to customer requests.

• Analyze, interpret and act on customer inquiries regarding fulfillment services such as:
  o Orders, order status, pricing, item descriptions, inventory and shipping/receiving.o Gather supporting documentation to research and development of new product lines.(i.e photos, Amazon optimization, different packaging solutions).
  

• Ability to coordinate information relative to several different customers simultaneously to satisfy individual customer production needs selling channels.

• Coordinate and follow through with order processor and warehouse personnel to ensure on time order and shipment dates are met.

• Communicate between shipping and the customer concerning shipping rates, fulfillment of backorders, and regarding orders with special restrictions and handling requirements.

• Maintain a positive attitude and actively contribute to the growth and success of fulfillment operations. Serve as a back-up to all areas of the fulfillment operations as needed. Perform other work-related duties as assigned.

Supervisory Responsibilities:
This position has no supervisory responsibilities.

Qualifications: Previous experience with Shipstation or other Ecommerce platforms. Strong knowledge of mailing software programs, order fulfillment processes, functionality of shipping process and ability to run reports. Proficient with Microsoft Office and Excel. Accurate Data Entry Skills. Must be able to function independently in a work setting. Self-Starter. Learn quickly, find to find new solutions and extract from lessons learned. Proficient and timely communicator. Excellent written and verbal skills. Perform each essential duty.

Education and/or Experience:
Associates' degree from two-year college or university; and/or two to three years related experience and/or training; or equivalent combination of education and experience.