Support Operations Specialist

Best Buy is a leading provider of technology products, services and solutions. The company offers expert service at an unbeatable price more than 1.5 billion times a year to the consumers, small business owners and educators who visit our stores, engage with Geek Squad agents or use BestBuy.com or the Best Buy app.

Best Buy Direct, Support Operations Specialist plays a key role in helping Best Buy Direct establish ourselves as a market leader with business to business customers by supporting our Sales teams and customers with world class service. The Support Operations team assists the Best Buy Direct sales teams daily, in tasks that range from the simple to the complex. Day-to-day primary tasks may include, but are not limited to: entering credit applications, setting up tax exempt status, providing logistics information (e.g. freight quotes, product ETAs, tracking numbers), setting up returns, giving product availability, and providing exceptional customer service through daily phone queue calls and CRM cases with our sales team. The Specialist also ensures SLAs are met or exceeded, and escalates any issues/roadblocks to their supervisor. To succeed in this role, the Best Buy Direct, Support Operations Specialist must exhibit: strong attention to detail, the ability to easily navigate several systems and applications, strong problem solving skills, and be well organized with the ability to multi-task. Additionally, superior customer service is a must along with effective communication skills.

**Real Time Support** * Responding to real time support inquiries via CRM, Phone & Email * Handling level 1 tasks from the market & strategic sales teams that come into the logistics, returns, product, credit, and general support CRM queues. Providing prompt resolutions to all inbound contact * Logistics tasks such as updating delivery dates, obtaining tracking & or shipping ETAs from warehouses, fulfillment partners, or vendors, providing freight quotes * Return tasks of creating returns or resending UPS call tags * Product tasks of re-enabling SKU, price matching, SKU availability * Credit tasks of entering credit applications, requesting credit line increases, setting up a customer for tax exempt * General support tasks of mass quote uploads * Available in multiple phone queues (general support, logistics, returns, product support) for our market & strategic sales teams to call into when they are in need of assistance * Quick phone tasks can include, product availability, order cancellations, general order ETAs **System Navigation** * Understanding a multitude of systems & applications in order to execute the daily tasks, such as MSTS, FMS, OMS, Breeze, TEC, Commerce Hub, CRM, Retek, Comergent * Being able to identify system issues and create a ticket on the issue. * Communicate issues to the team as they arise. **Project Work** * Including, but not limited to, specializing in a focus area on the team, aka SME. * Helping in short term, customer focused projects.

* 2 or more years customer service experience * 2 or more years handling a heavy volume of calls * 2 or more years experience in sales or sales support 2 or more years strong written and verbal communication