Customer Service Representative

Levata is hiring a Customer Service Representative to support customers across phone, email, and live chat. The role handles customer inquiries and order issues, processes returns and replacement orders, coordinates delivery resolutions, and manages communications for custom product orders.

Responsibilities:

• Answer customer service calls across multiple storefronts – high-volume
• Screen Technical Support calls to ensure Customers are authorized to speak with Technical Support
• Respond to customer service emails across multiple storefronts – high-volume
• Engage with customers through live chat
• Address customer inquiries related to order returns or order issues in a timely, professional manner
• Ensure appropriate resolution to any outstanding order issue is completed
• Address internal department inquiries in a timely, professional manner. Ensure appropriate resolution to any outstanding task is completed
• Document and communicate customer issues and/or complaints at the account level
• Process & approve returns (RMAs) & track RMAs in our system with notes & follow-ups with customers or internal departments to see the RMA closes out properly
• Work with FedEx/UPS/Carriers to resolve delivery issue for customer shipments or returns
• Process & approve RMA replacement sales orders when necessary
• Project management of our custom product sales orders. Communication with customers by email or by phone in a time sensitive manner about customers artwork, order details, & art proofs. Effectively communicate with our production team to see custom orders are produced to customer specifications

Requirements:

• High School Diploma or GED
• Minimum of one years of customer service experience in a Distribution/Warehouse Office Environment
• Phone customer service experience required
• Technology proficient required
• Excellent attention to detail – Pride in accuracy of work quality output
• Timeliness of work -- Ability to quickly assess customer issue and execute resolution in a timely manner
• Strong communication skills written & verbal – Friendly, Professional, Upbeat
• Fast-paced, quick-thinking, multi-task
• Ability to work independently and in a team environment
• Strong computer skills are required
• NetSuite/SalesForce experience desired