Ghirardelli Chocolate Company Hiring for Customer Service Coordinator at Phoenix, AZ Full Time

The Customer Service Coordinator will be responsible and accountable for the administration of various logistics and ecommerce tasks to support NTS growth in Ghirardelli’s E-commerce channel.

Requirements:

Customer Service

• Managing incoming calls and customer service inquiries
• Assist with building relationship with business customers, including reaching out to past customers to check if they will be placing follow-up orders
• Respond to GCC website help tickets, emails and voicemail inquiries
• Work with fulfillment team on review and notification of customer delayed orders
• Resolve customer credit card and gift card discrepancies
• Perform issue resolution and root cause analysis. Resolve customer problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Document reason codes for customer calls

Administrative Support

• Assist Sales with order entry and processing including large address list orders; upselling where applicable
• Process invoices, cross charges, returns and refunds
• Monitor and update customer service/fulfillment status logs
• Data entry of samples and partner orders
• Check inventory levels for business customers and communicate need to stock transfers to fulfillment
• Use order management and web related systems and their respective functionalities to perform his or her job functions
• Assist E-commerce team with auditing website for applicable content
• Support Customer Service logistics team with various clerical tasks