Careers with Universal Companies

 Remote Customer Service Phone Specialist

REPORTING RELATIONSHIP: This position reports to the Customer Service Manager. 

SUMMARY OF JOB RESPONSIBILITIES:

The incumbent has the responsibility and accountability for answering all service and sales calls, investigating and responding to all customer inquiries regarding shipments, products, equipment, complaints, and open invoices as well as placing all orders.  Acts as a liaison between the customer and the company to troubleshoot current and potential problems and reach win/win resolutions. The associate will work on behalf of the customer and Universal to ensure the best quality products and service is offered.  Will utilize all systems such JDE, Salesforce, and Zendesk as well as any other system available to reach one-call resolution for the customer. The incumbent will work to provide exemplary customer service, as defined by Quality Metrics. 

KEY RESPONSIBILITIES AND DUTIES:

• Answers all incoming customer service calls and facilitates win/win resolution.
• Places all orders as needed by the customer in a professional/friendly manner.
• Attends all sales training classes to help grow sales. 
• Educates themselves on spa, products, services etc. 
• Investigates and responds to all customer inquiries regarding shipments, products, equipment, and complaints.
• Troubleshoots existing and potential problems and resolves to the satisfaction of the customer and the company.
• Establishes rapport with the customer to solicit feedback on the company’s products, equipment, and services as well as upselling the customer when applicable. 
• Promotes superior customer service.
• Contacts vendors to assist in problem resolution.
• Attends all training sessions to increase product/equipment knowledge base.
• Performs other project work, duties, and responsibilities as required or requested.
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Conforms with and abides by all regulations, policies, work procedures, and instructions. 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Minimum of high school diploma or equivalent education.
• Prior customer relations experience preferred.
• Prior sales experience preferred.
• Excellent customer service skills (friendly, courteous, and helpful).
• Excellent interpersonal and oral/written communication skills.  
• Excellent computer skills; Microsoft Office, Outlook, Intranet, and Operating Systems.
• Ability to learn quickly and retain large amounts of data. 
• Demonstrated organizational skills, accuracy, and attention to detail.
• Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.
• Ability to prioritize activities, multi-task, and follow tasks to completion.
• Ability to work in a fast-paced environment.
• Must have an understanding of the complete organizational structure of Universal Companies.

Position Title/Status:  Picker/Packer -/Non -Exempt

Department:  Distribution

Reports to:  Fulfillment Manager  

 

SUMMARY OF JOB RESPONSIBILITIES:

Incumbent has the responsibility and accountability for picking and/or packing all customer orders from picking tickets.

KEY RESPONSIBILITIES AND DUTIES:

• Picks and/or packs product from inventory bins for customer order fulfillment.  
• Consistently picks and/or packs orders in an accurate, concise and timely manner.
• Ensures that product picked and/or packed is of the highest quality and damaged product and/or equipment is not shipped to customer.
• Transports picked orders to the packing line area for packing.
• Effectively utilizes warehouse design to minimize time spent walking to each bin location.
• Follows protocol for first-in, first-out on all products picked and informs restock when stock levels are low.
• Consistently performs self-checks to ensure accuracy of order fulfillment.
• Works in conjunction with restock to report stock bin discrepancies and resolve any shipping concerns.
• Receives and answers inquiries in a polite, pleasant and timely manner.
• Attends and participates in departmental and company meetings.
• Performs other project work, duties and responsibilities as required or requested.
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
• Conforms with and abides by all regulations, policies, work procedures, and instructions. 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Minimum of high school diploma or equivalent education.
• Must have general understanding of pick tickets; be knowledgeable of product and equipment and familiar with stock bin locations for inventory items.
• Ability to read, count, and write to accurately complete all required documentation.
• Ability to lift up to 50 lbs., bend, stretch, climb ladders and squat.
• Must possess organizational and math skills and be detail oriented.
• Ability to work effectively in a fast-paced, changing environment.

 

Education/Experience

• Minimum of high school diploma or equivalent education

 

This position description is not intended to be all-inclusive. Incumbent will also perform other reasonably related job responsibilities as assigned by management as required. This organization reserves the right to revise or change job duties as the need arises. Moreover, management reserves the right to change job descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities. This position description does not constitute a written or implied contract of employment.