Position Summary:

　　The Retail & Supply Chain Support Representative role is responsible for providing timely resolution of support requests to both the Retail and Distribution teams. The Agent will be the first point of contact via phone, email, and chat from associates. The core expectation is immediate resolution or reassignment to the Tier 2 agent or other resources.

　　This role, which offers work from home opportunities, works with numerous departments and locations (internal and external) to support all levels of the supply chain network, from retail to distribution, while providing a high level of customer experience. This can include password resets, configuration questions & support, applying discounts to invoices, authorizing product movement, etc.

　　Essential Functions:

　　Act as the primary point of contact for Retail and Supply Chain non-IT help requests.

　　Access and maintain customer/sales ticket information in applicable system (HighJump WMS, AS/400, DispatchTrack, etc) as needed. This information is used to apply discounts to invoices, extend credit offerings to customers, grant access to supply chain systems, etc.

　　Meet current and future SLA (Service Level Agreement) requirements when responding to customer needs. Our current hold time SLA for phone calls is 3 min.

　　Validate internal client requests against company policy and execute changes as appropriate. Can also authorize discounts outside of policy to ensure customer satisfaction.

　　Accurately notate and resolve customer support and testing tickets in tracking systems (LiveVox, Service Now, Zendesk, ect).

　　Execute retail price changes utilizing available tools, using tag downs (temporary price changes) and model level price changes, in addition to utilizing boolean logic to program our promotion engine.

　　Assist in troubleshooting retail and supply chain technology by receiving support tickets, executing changes as needed, and resolving support tickets. Answering questions from supply chain leaders on current issues and how they are being resolved by the team to assist in root cause abatement.

　　If there are opportunities you cannot address you will engage appropriate resources (Sr. Reps) as needed.

　　Continually seek opportunities to increase internal client/customer satisfaction.

　　Submit daily report on key metrics using Microsoft Forms.

　　Support current and future technology rollouts and releases, and customer service initiatives by providing insight on current issues. Providing user acceptance testing support (UAT) for technology and process improvement initiatives.

　　Qualifications: This is a trainable position

　　Strong written, verbal, and listening communication skills; effectively communicating with technical and non-technical users.

　　Aptitude and ability to interpret and take action on documents such as safety rules, operating and maintenance instructions, and procedure manual.

　　Ability to write routine reports and correspondence.

　　PC proficiency to include Microsoft Word, Excel, Outlook, and Access.

　　Must operate with a high level of integrity to protect the Company’s sales and credit functions.

　　Must be able to work a flexible schedule, including evenings, weekends and holidays, with overtime as needed.

　　Must be able to remain in a stationary position for an extended period of time.

　　Ability to work well with others, leverage different skills and experience, and build a strong sense of team culture.

　　Excellent verbal communication, presentation and writing skills.

　　High school diploma or GED is required.

　　Conn’s HomePlus is an equal opportunity employer.