Client Services Representative Level 3 – Delivery Exception Specialist bei Arhaus

Essential Duties & Responsibilities:

Schedule: Monday through Friday with a scheduled day off during the week, working every Saturday.

Available Shifts: 9:00a-5:30p and 10:30a-7:00p

Flexibility in Responsibilities

• Job duties are subject to change based on business needs to ensure operational efficiency and service excellence.
• Other duties may be determined by management to perform the necessary functions of the position on an as-needed basis.

Assist with Phone Support

• When required based on business needs, team members may be asked to assist with phone inquiries to support guest interactions and case resolutions.
• Receiving calls from our Delivery providers for damaged product.

Drive Case Ownership & SLA Compliance

• Review and take ownership of point-of-delivery exceptions and emails.
• Maintain oversight from initiation to resolution, ensuring actions are documented in the audit comment log and salesforce.
• Expedite follow-ups to meet service level agreements (SLAs).

Ensure Case Resolution

• Monitor and manage support queues, processing and tracking cases.
• Remove orders from the delivery manifest.
• Invoice delivered items and enter exchanges for stock items.
• Communicate with Inventory regarding RAs for items needing to be returned.
• Schedule orders for the next available truck.
• Accurately document exceptions handled each day and update the audit comment log of affected orders.

Engage with Guests and Internal Departments Proactively

• Initiate outreach via phone or email based on department processes for various purposes, including but not limited to providing customer service, processing cases, and ensuring timely resolution of guest inquiries and concerns.
• Set up replacement items for shipping when applicable.
• Adjust product prices and remove delivery fees when necessary.

Requirements:

·         High School diploma or equivalent required

·         2-3+ years’ experience within a customer-service-focused environment (retail, hospitality, or food/beverage) is required; high-volume call center experience is preferred

·         Knowledge of WMS (Manhattan), Salesforce, and STORIS is a plus

·         Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite preferred)

·         Excellent communication, problem solving and follow up skills

·         Ability to work in a fast-paced environment, while demonstrating prioritization skills and a high sense of urgency

·         Takes on difficult challenges and finds creative solutions

·         Demonstrated ability to work independently and within a team. Consistent regular scheduled attendance is considered an essential function of this job.