Sears Holding Corp

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Customer Service Specialist II

at Sears Holding Corp

Posted: 5/26/2019
Job Reference #: 1844972
Keywords: call center

Job Description

Job Title
Customer Service Specialist II

Business
Home Services - Commercial Sales

Job Description
The Customer Service Representative II is responsible for ensuring the accurate and timely execution of order processing, including validation of products requested, managing back orders, customer adjustments, and customer service issues. This position maintains accurate tickler file and coordinates timely confirmation of orders in sales processing system. Additionally, this position ensures that all deadlines are met to deliver expected results and generate profitable revenue, and executes current and future processes as defined by the business.
Responsible for order processing, order management, and maintaining customer relationships for specified customers of the Sears Commercial business.


Requisition ID
976117BR

Employment Category
Regular, Full-time

Travel Requirements
None

Preferred Minimum Education
High School / GED

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

  • Delivers superior customer service and drives revenue growth by using good techniques of selling and service for specific customers as identified by the business to process telephone, fax, and mail orders via Order Management system in order to meet
  • the customer's delivery expectations
  • Enters and manages orders accurately and timely utilizing various order management systems; Requests customer adjustments and check requests where applicable
  • Ensures that deliveries are completed based upon customer's request; resolves customer issues, and responds to inquiries from customers; handles and provides appropriate follow up on customer issues (i.e., delivery, installation)
  • Researches billing issues, and submits necessary adjustments, refunds, or corrections as it pertains to returns and exchanges;
  • Follows up with Credit to expedite Credit Holds
  • Confirms sales order information to customers as outlined in the process steps; Advices customers and Account Managers of backorders, and helps to make another selection
  • Creates Work Orders for product installation to meet customer delivery requirements, which includes working with the Delivery team

JOB REQUIREMENTS:

  • High school diploma or equivalent
  • 1-2 years of related experience
  • 18 years of age or older

REQUIRED SKILLS:

  • Prior experience in a call center or customer service industry
  • Customer service skills, organizational skills, teamwork skills, relationship building skills
  • Ability to use standard office equipment, including telephone system, fax machines, and photocopying equipment
  • Knowledge of standard computer software systems and Microsoft applications
  • Ability to use order processing systems and grasp policies and procedures
  • Ability to have and proactive integrity


Job Function
Administrative/Clerical/Office Support

Job Code (SHC)
CS4026: Customer Service Rep II

Payroll Location
04931: Sears Contract Sales - Natl Op

Years Experience
1 - 2 Years Experience

Country
United States

Work-In Location
04931: Sears Contract Sales - Natl Op

Employing Entity
Sears, Roebuck and Co.

Location Postal Code
30904

Location City
AUGUSTA

Location State
GA

Sears Req Type
Hourly

Location Address 1
2417 REGENCY BLVD STE 6

Work-In Address 1
2417 REGENCY BLVD STE 6

Work-In City
AUGUSTA

Work-In State
GA

Work-In Postal Code
30904

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EOE MINORITIES / FEMALES / PROTECTED VETERANS / DISABLED