SOLD Store Support Coordinator

• Deliver excellent service to customers and store employees, to provide an end-to-end and channel-less experience. This team is responsible for managing and assisting with all types of Zumiez digital orders, along with the in-store experience. This could be direct communication with a customer, or with a store employee.
• Edit or reroute digital orders in the Zumiez order management system.
• Manage out of stock orders in order management system.
• Manage aging orders in order management system.
• Utilize problem solving skills and array of systems to research and diagnose a problem, and provide a solution for the store employee and customer.
• Possess a familiarity with the shipping carriers used and understanding of the various ship methods offered with the ability to diagnose and spot order tracking issues.
• Prioritize incoming correspondence via Zendesk with customers and employees over all channels (phone, email, etc). Available to answer calls from hotlines while on the clock, unless directed otherwise by Supervisor.
• Make outgoing calls to stores and customers to resolve order issues.
• Utilize Microsoft Teams and email to stay available for communication with internal sources.
• Work with excel spreadsheets for data input when required.
• Review and analyze store payment information. Retain confidential information when required.
• Uses reports in order management systems, Reports Manager/PowerBI, and Zendesk to identify opportunities for improvement.
• Report systems, product and website issues to appropriate parties in a timely manner, to avoid negative impact to the business.

• 1-to-2-year Customer service experience preferred
• Zumiez in store experience nice to have
• High school degree or equivalent (GED)
• Weekend availability required (in-office and remote)

• Basic fluency in English required

• Basic reading, writing, and arithmetic skills are required
• Strong computer skills
• Ability to effectively communicate with customers and team members
• Strives to be highly detail oriented
• Ability to work a flexible schedule depending on time of season
• Ability to teach tools and programs to team members
• Ability to work in a fast-paced, team-oriented environment

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Constantly communicates via phone, e-mail, and other necessary forms of communication
• Constantly works within close quarters of other employees
• Frequently sits for extended periods of time
• Frequently wears and operates a headset for communication purposes