Position Summary:
Responsible for providing pre and post-sales customer support for Almo's house brands within the Fulfillment business. Act as point of contact for brand and product-specific questions, brand development to ensure positive customer feedback and manage controllables with Almo house brands.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Facilitate calls from end users (customers and retailers) regarding all Almo house brand products, including, but not limited to product specs, assembly, replacement parts, and additional purchases.
- Handle NetSuite cases from end users regarding all Almo house-branded products.
- Identify purchases on AS400 and leverage the warranty guide to troubleshoot and determine customer eligibility. Apply general Almo policies to serve our dealers and customers, solve customer problems, and protect Almo's financial position.
- Act as manufacturer representative through proactive outreach to customers for problem resolution. The goal is to achieve positive feedback through website reviews, increasing the probability of a stronger reputation, sales, and market share.
- Collaborate with Product Management to review new products and identify replacement parts to store in-house to satisfy potential customer issues.
- Complete transactions or sales and service issues on Almo branded or retailer/3P sites as assigned.
- Process customer credits/Administer all credit/adjustments for the Dealer/Fulfillment divisions including but not limited to damages, price adjustments, returns, missed POs, etc...
- Provide allowances for damages/defects based on manufacturer warranty
- Authorize service process when required
- Issue Return Authorization (RA)
- Resolve service issues, request for parts and replacement parts and other order issues.
- Monitor social media sites and respond to social media messages/queries.
- Handle reviews and question responses in Yotpo, BazaarVoice and Syndigo.
Monitor and track customer calls and interactions to identify trends (manufacturing issues). Work with Distribution Center and Operations team members to ensure Almo warehouses the right parts to minimize re-shipment, returns and maximize opportunities for cost savings and efficiency.
Qualifications
What we look for in a candidate:
- Associate's degree (A. A.) or equivalent from two-year college or technical school
- 5 years related experience
- Skilled in MS Office Suite
- Customer Service certification is a plus
- Salesforce experience is a plus
Additional skills, knowledge, and abilities:
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
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Almo
Feb 05, 2025