The Kirkland's Customer Service Representative will be responsible for providing customer service in support of company goals and initiatives. They will represent Kirkland's at the highest level and will be consistently promoting and maintaining customer loyalty while resolving customer service related issues and opportunities. The Customer Service Representative (SDF specialist) will communicate directly with Kirkland's dropship vendors and corporate associates to ensure customer satisfaction.
Acts as a liaison between Customer Service and dropship vendors to provide customers with information in response to inquiries including, but not limited to: shipment tracking, missing or incorrect items, damaged/defective items, address changes, etc.
Places any necessary replacement orders with dropship vendors
Verifies dropship vendor inventory uploads to ensure availability of items on the website
Checks progress of outstanding orders against shipping SLA
Communicates relevant issues regarding "problem" sku's to the appropriate dropship buyer to review for further action
Accurately records information to be used by the operations assistant to assess vendor compliance and chargebacks
Follows up daily on all outstanding vendor communication
Assists Kirkland's stores with product searches as they relate to dropship items
Performs all other duties as assigned
College degree preferred; combination of education and experience may be considered
Proficient in Microsoft Office
Good organization and prioritizing skills
Enthusiasm and Desire to Learn
Ability to sit at a computer for extended periods of time