CUSTOMER SUPPORT & RELATIONSHIP MANAGEMENT
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Handle inbound customer inquiries via phone and email professionally and promptly using Zendesk.
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Ensure proper categorization and tagging of customer inquiries to maintain accurate records.
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Assist customers with custom configurations, pricing questions, and policy clarification.
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Provide proactive follow-ups to manage expectations and reduce confusion throughout the order lifecycle.
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Serve as a product expert, educating B2B customers on features and custom options to support their end customers.
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Identify cross-sell and upsell opportunities to enhance product value and average order value.
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Maintain a high level of professionalism, delivering a personalized buying experience aligned with the Core Covers brand.
ORDER & ISSUE MANAGEMENT
- Support all interested customers in placing orders by removing barriers in the sales process.
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Place and amend orders using tools such as Portal, GOF, Order Control, SAP, and Shopify.
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Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
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Monitor and action the Open Order Report daily and weekly.
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Research and resolve order-related issues (e.g., lost, damaged, or incorrectly sized items).
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File third-party claims as needed and escalate critical issues with supporting documentation.
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Manage warranty and damage claims: assess customer-provided information and determine appropriate resolutions (remake, credit, denial, discount, etc.).
CROSS-FUNCTIONAL
COLLABORATION & CONTINUOUS IMPROVEMENT
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Communicate internally to share key information and escalate risks to Managers and Directors as appropriate.
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Collaborate with internal teams to resolve recurring product, process, or channel issues based on customer feedback.
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Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
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Monitor and action the Open Order Report daily and weekly.
