Customer Service Representative

Vera Bradley

(Roanoke, Indiana)
Full Time Temp / Seasonal
Job Posting Details
About Vera Bradley
Welcome into our world, where we believe in making every day beautiful! At Vera Bradley, we believe beauty has a unique power to inspire and improve the quality of women's lives. Too often, beauty gets mistaken for something lofty or perfect. Something that lives in grand gestures or for a special, elite few.
Summary
Ensure customer satisfaction (Vera Bradley direct customers, Specialty Retail Partners, International and eBay) through processing orders, preparing general correspondence and coordinating customer service needs with other functions as required. Serve as customer contact, representing Vera Bradley by telephone, chat and/or mail regarding such matters as placing an order, pricing, stock availability and shipping.
Responsibilities
* Provide courteous and professional customer service while exemplifying Vera Bradley’s core values to all customer types * Handle incoming telephone calls, chats, letters and facsimiles requesting orders, providing price information, sharing product features and benefits, checking stock status information, assisting with change to orders, making account adjustments/updates and placing order cancellations, etc. * Share promotions and suggest additional items as appropriate * Process payments, credits and/or debits * Process and send requested reports, invoices and packs slips upon request * Assist retail partners with marketing promotion questions to include assisting with support documents on the Partner’s Log-InWork with Customer Service Specialists as needed * Prepare Return Authorization paperwork and print return labels utilizing FedEx Online * Assist Customer Service Supervisor with special projects as requested * Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience around products, packaging, shipping, service or billing methods Make outbound calls for follow-up and upselling * Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken * Maintain a balance between company policy and customer benefit in decision making; Handling issues in the best interest of both customer and company * Maintain updated knowledge of department metrics and KPI’s
Ideal Candidate
**Education And/Or Experience** * High school graduate * 2+ years customer service experience **Knowledge, Skills, And Abilities** * Highly developed sense of integrity and commitment to customer satisfaction * Demonstrated passion for excellence with respect to treating and caring for customers * Strong desire and ability to serve customers and solve problems * Strong typing skills, 10 key experience and PC proficiency utilizing Microsoft Office software * Detail oriented with the ability to manage multiple tasks simultaneously * Excellent organization and follow through skills * Excellent interpersonal, written and verbal communication skills * Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact and resourcefulness * Flexible, adaptable with the ability to work under pressure to meet deadlines in a fast paced office environment * Knowledge of Vera Bradley customer service processes, systems and customers preferred * Extensive SAP knowledge preferred * Possess a strong work ethic and team player mentality **Environment & Physical Demands** * Office environment. Utilizing an office desk – sitting, reading, listening, or speaking with the ability to move intermittently throughout the day * Must have the ability to sit at an office desk for long periods of time within close proximity to telephone and PC * Strong sensory skills, such as good eyesight, good hearing and dexterity * Ability to operate office equipment, including computers , copiers, fax machines and phones
Compensation and Working Conditions

Working Conditions

This is a temporary position on second shift.

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