SOLD Store Support Coordinator

Position Title: SOLD Store Support Coordinator
Status: Full time hourly
Reports to: SOLD Store Support Supervisor
Location: Lynnwood, WA, Onsite
Dept Number: 6020
Dept Name: SOLD Store Support
Wage Range: $17.25-$21 per hour
Benefits: Medical, dental, vision, stock purchase program, 401k, product discount. 

JOB DUTIES & RESPONSIBILITIES

• 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.

JOB REQUIREMENTS & QUALIFICATIONS

• 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

This job description is not all-inclusive and is only intended to describe the general nature of the work. All job responsibilities are considered to be essential job functions. Job responsibilities and job requirements are subject to modification to reasonably accommodate individuals with disabilities. The Company reserves the right to modify the job description, as it deems necessary for proper business.

Position Title: SOLD Store Support Coordinator
Status: Full time hourly
Reports to: SOLD Store Support Supervisor
Location: Lynnwood, WA, Onsite
Dept Number: 6020
Dept Name: SOLD Store Support
Wage Range: $17.25-$21 per hour
Benefits: Medical, dental, vision, stock purchase program, 401k, product discount. 

JOB DUTIES & RESPONSIBILITIES

• 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.

JOB REQUIREMENTS & QUALIFICATIONS

• 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

This job description is not all-inclusive and is only intended to describe the general nature of the work. All job responsibilities are considered to be essential job functions. Job responsibilities and job requirements are subject to modification to reasonably accommodate individuals with disabilities. The Company reserves the right to modify the job description, as it deems necessary for proper business.