Consumer Services Specialist

Delta Childeren's Product New York, NY

Responsible for handling all incoming consumer phone calls, e-mails and faxes related to ordering parts or any other additional consumer issues. Responsibilities also include ensuring that customer issues, both vendors and consumers, are handled in a timely and professional manner.

Duties and responsibilities

· Receive phone calls, e-mails and faxes relating to Consumer Service issues with a consumer focused attitude.

· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

· Respond to all requests for parts and any other company supplied materials.

· Identify research and resolve consumer issues using product knowledge and informational systems in a timely manner.

· Enter all consumer orders directly into the company part systems (Blue Cherry)

· Open and follow up all consumer issues in Zendesk system in a timely basis.

· Identify and report all QA product issues to manager.

· Provide all consumers with appropriate product knowledge and service information.

· Research all orders not received by consumers, both retailers and customers.

· Maintain superior standards for productivity in regard to taking and shipping orders to consumers.

· Flexible in adapting to changing situations and working within a small department.

· Other duties may be assigned as deemed necessary by Manager.


· Excellent communications skills verbal and written.

· Proficient computer skills.

· Strong phone contact handling skills and active listening

· Successful customer service track record

· Prior call center experience preferred.

· Team player is a must.

· Exceptional energy, friendliness and empathy toward both vendors and consumers in a fast paced environment.

· Ability to listen, understand and come to resolution on consumer needs and resolutions. Be ready to think “outside the box”.

· Demonstrated problem solving, conflict resolution and decision making capabilities

· Must possess a high degree of customer service and a thorough understanding of supported business processes

· Strong ability to utilize computer, Microsoft office, Outlook, web based programs and other tools to accomplish goals

· Must be able to multitask, prioritize, be extremely punctual (deadline driven environment) and accurate (attention to details)

· Highly self-motivated to provide superior service to consumers, and to find ways to deliver even better service

· Blue Cherry/EDI experience preferred but not required

· Previous experience in Zendesk preferred but not required.

· Bilingual a plus.