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Store Support Coordinator

  • Location: Piscataway, Middlesex, New Jersey
  • Salary: 22-23 per hour
  • Job Type:Contract

Posted 23 days ago

  • Sector: Professional
  • Start Date: 2021-11-10
  • Job Ref: 21-24902
Job Title: Store Support Coordinator 
Department: Customer Service 
Direct Supervisor:  Care and Services Manager 
 
JOB SUMMARY
 
The Store Support Coordinator works directly with Retail when service is required on our product. Ensure customer
 satisfaction by meeting their expectations and providing the most accurate and up to date communication to the
stores. Be able to fulfill commitments, communicate, and problem solve daily issues as it relates to Repairs/Client
Care Services. Work within a team environment in order to provide excellent customer service.
 
 
ESSENTIAL FUNCTIONS
  • Answer all incoming calls and email correspondence within a timely manner (24 hrs.) according to
       assigned regions by providing detailed and accurate answers to all inquiries.  Follow-up with stores
       to provide status, where more research and/or analysis is required.
  • Troubleshoot, analyze, and research all issues or problems, sometimes requiring research to be
       conducted on the production floor.
  • Follow up with stores on daily estimates and/or pending repairs that have surpassed the seven day
       time limit allowed in Ontario.
  • Act as back-up to the jewelry repairs function when needed
  • Update Repair Tracker at the end of each day to ensure stores have accurate information on repairs received.
  • Communicate to supervisor or manager's repetitive daily issues and or problems received from
       stores to seek improvement in necessary areas.
  • Assist the Product Assessment Specialists when necessary to process store shipments within
      the goal of 2.5 days of arrival. Monitor and follow closely customer service issues and update stores
  • Provide feedback on voice survey results and suggest action plan to supervisor
       where necessary
  • Record and keep track of returned quality issues (free of charge repairs) and advise the necessary
       departments
  • Coordinate activity related to on-site store trainings
  • Participate in improvement projects within the company
  • Perform other duties as assigned to meet the business objectives and goals
 
 ADDITIONAL FUNCTIONS (Non-Essential)