CUSTOMER SERVICE REPRESENTATIVE



We are recruiting a Customer Service Representative to join our Americas Customer Service team. This position will be based out of our Portland, Oregon headquarters office and will report to our Customer Service Manager.
 
Essential duties for this position include:
 
  • Managing customer service transactions and inquiries by phone, in writing and electronically for retail accounts and consumers.
  • Entering retailer orders using the computerized order entry system, JBA.   Managing account order book in excess of 750,000 pairs annually, order volume up to $25 million.
  • Communicating services and features to retail accounts to enhance effectiveness of Dr. Martens product on the selling floor.  Promoting sell-through.
  • Processing returns and adjustments using established criteria.
  • Managing escalated customer issues in a timely and appropriate manner, consistent with company goals and values.
  • Communicating with sales team, retailers and internal customers by phone, in writing and electronically to ensure accurate and timely delivery of products.
  • Creating, interpreting, and/or analysing reports related to delivery (Diver) and the JBA Exception report.  Coordinating resources to resolve issues as appropriate.
  • Providing other feedback and reporting on retailer and consumer issues as requested.
  • Assisting Consumer Relations and Reception with overflow work as necessary.
 
 
Essential requirements for this position include:
 
  • Bachelors' degree or some college and equivalent work experience preferred.
  • Two to three years of customer service experience in footwear or related industry required. One year of experience working with large accounts with volume greater than 100,000 pairs annually preferred.
  • Strong computer proficiency in database, e-communications and MS Office applications, including Word and Excel.
  • Ability to handle stress, including customer demands.
  • Effective communication and interpersonal skills.  Ability to listen well and present information clearly to others.
Interested?... Email your resume and cover letter to jobs@drmartens.com.

 

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