Jocelin Batres: Customer Service Representative in Santa Ana, CA

* Check Personal work email daily, check open/pending orders, check priority stores, communicate any issues before 4pm meeting * Provide tailored customer service ensuring customer is taken care of * Responding to customers via email within a appropriate time frame and in a professional manor * Using Shopify, Zendesk, and Da Vinci Knowledge to verify status of an order and proceed accordingly * Build sustainable relationships of trust through open and interactive communication with team * Place/cancel orders between specific timeframe following all store guidelines, waiting for approval on Monday * Using Teams, Monday and Microsoft programs to communicate and work on projects with groups * Assist with placement of orders, invoicing, refunds, or exchanges providing product knowledge of items with same price point * Updating information of shipping address, or assisting in reshipment on return to senders for domestic and international orders * Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution * Following up on product sku numbers showing no movement of shipment, creating excel sheets cross referencing Shopify and Da Vinci software. Communicating with account managers and following through with next steps by relaying information to customers. * Communicating with warehouse on any shipping mishaps, working alongside warehouse to achieve customer resolution, or issues to look after if there was an error when shipping. * Assisting with packaging and shipping of orders, locating items missing from order * Bring up any issues to team or corresponding department, if there are multiple inquiries with similar issues to one another * Social Media escalations: researching customer’s issue from social media and following back with them to provide further information or resolution

* Checking goods received against purchase order or invoices * Prepare and maintain records of merchandise received and shipped * Made2Manage knowledge * Created quick job orders * Putting stock away in the warehouse and/or preparing for shipment * Managing inventory of products stored in warehouse; ensuring inventory accuracy and relaying shortages if any to owner * Updating computer system with shipping and receipt activity ensuring packages are 100% on time and accurate for customer shipments * Coordinate with customer service/sales department to check inventory to verify availability of needed products * International shipments with AES filing/ domestic shipping--dropping off shipments when necessary * Answering phone/taking messages and relaying messages to appropriate department * Filing paperwork away, making copies of documents as needed * Pulling parts for job orders, ensuring stock is up to date, and putting them out on production floor * Assemble components into kits and kit sub-assemblies using quality system documents * Label components and kits accurately * Documentation of processes, lot numbers, and batch records

* Stocking/merchandising * Go backs/detailing * Drive results-getting numbers for the day along with ideas to execute by performance by collaborating with team * Provide quick, efficient, friction free service to all customers * Following up with upset customers and resolving issues in a timely manner * Performing interviews and recognize friendly customer focused individuals to be hired for selling or support roles * Provide feedback when making observations: constructive or positive * Redirecting and following up on behavior or goal associate is working on * Motivating and creating a sense of urgency for TSF and BOPS * Review and make functional schedules * Partnering with managers making sure we are communicating on issues or concerns, opening and closing procedure, and motivating teams to achieve goals * Entering Magic Stories for associates * Provide recognition and feedback when associates create magical experiences * Provide touch-base/coaching * Closing procedures: Counting down/logging store bank, locking up vault, checking fitting rooms, and ensuring all registers are closed

(714)259-0673 2437 Park Avenue, Tustin CA 92782 Tustin, CA Replenishment * Downstocking/stocking * Go backs * Detailing * Setting planograms/ new aisles * Customer service * Stock checks (answering phone) * Putting items on clearance * Cashier