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Job Description:
Job Summary:
The person hired for the position of Free Goods and Redeems Analyst will handle internal and external cases; will communicate with other departments to research and resolve questions, ensure that the process is carried out correctly and that the free goods are sent correctly to the customer. Also, identify improvement areas and efficiency of operations through continuous improvement efforts; work to enhance knowledge in key service areas; and other duties as assigned.
Primary Responsibilities include but are not limited to the following:
- Process Free Goods effectively and supervise the correct quality control.
- Educates and informs requestors of various processes and directs to appropriate resources.
- Has knowledge and understanding of the current processing systems and can provide service to requestors.
- Outbound calls to requestors when clarification is needed.
- Interprets policies and regulations, investigates problems; and communicate with other departments to research and resolve issues, identify and implement service solutions.
- identifying patterns of problems and barriers to solutions. Provides insight to resolve problems
- Participates in and maintains a quality service culture
- Supports the organization's quality program(s)
- Participates in or leads department initiatives and shares knowledge with colleagues
Basic Qualifications:
- Possess a bachelor’s degree or higher (completed and verified prior to start) from an accredited institution or a minimum of one (1) year of experience in customer service and/or sales.
- Possesses exceptional customer service competencies.
- Enjoys helping and interacting with other people in a professional, courteous manner and give continuous attention to customer satisfaction.
- Preferred Qualifications:
- Salesforce.com system experience is preferred.
- Experienced with cross-functional project participation.
- Ability to resolve conflicts effectively and take the initiative to resolve issues quickly before they become problems.
- Ability to work in a high volume rapidly changing environment.
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