Job Description

**This is a flexible/remote opportunity!** Hours are 930am-6pm, CST
Major Responsibilities

* Provides customer service regarding shipment/delivery, returns, credit, order status, corrections, and other customer concerns.
* Researches returns in support of the Credit Department and creates return authorizations.
* Issues letters to customers explaining rationale for credit extension refusals.
* Enters freight and price adjustments as appropriate.
* Investigates and files claims on lost packages.
* Works with internal software and database to update customer order status.
* Replaces defective products/sales order errors.
* Understands and demonstrates Essendants' Core Values.
* Performs other duties as assigned.

Skills/Knowledge Required

* Ability to communicate with customers (internal/external) and create a positive image of the Company.
* Ability to plan, prioritize and organize assignments.
* Ability to demonstrate good judgment skills and apply general rules to specific situations.
* Demonstrated high level of initiative with the ability to multi-task and work in a fast paced environment.
* Excellent written, verbal, interpersonal and phone skills.
* Industry knowledge is desirable.
* Basic computer proficiency including MS Office applications (Word, Excel, Access). Siebold tracking tool knowledge helpful.

Education and Experience

* High School diploma or GED required.
* Minimum two (2) years customer service experience.
* VIRTUAL CONTACT CENTER EXPERIENCE

Internet Access Requirements

* Subscription to a reliable, high-speed, hard-wired, bi-directional Internet connection, DSL or Cable -minimum of 11 Mbps downstream or greater, 5 Mbps upstream, or greater. A cell phone hot-spot is not acceptable internet access for WFH
* Limited household use of internet connection while the employee is working
* Cell Phone or an analog landline that meets one of these requirements: VOIP, traditional landline or cable phone service from a Cable TV service provider. Cell phone should have unlimited minutes to prevent any personal overage charges
* Any phone line that you can dedicate for your use while working, and that you can use while also accessing the Internet. Note: this phone line will not be available for personal household use during your shift hours.

It is strongly suggested that the computer be connected to the Internet using an Ethernet cable, not wireless. In some instances if you have continued connectivity issues, you may be required to hardwire with a company provided cable

Qualifications
Education
Preferred
High School or better.
Experience
Preferred
Material handling experience helpful
Warehouse/Distribution-related experience helpful

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)