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Customer Operations Associate

Location: San Bruno, CA
Job # 9823807
Date Posted : 08-25-2017
We are actively looking to hire for following position for our direct client

Title:  Customer Operations Associate
Location: San Bruno, CA
Duration: 6+ months
Rate: DOE
  • This role does not involve direct customer interaction.
  • This role manages tickets that comes up from our contact center agents for triage/resolution and responses go back to the agents to communicate with customers.


Preferred Educational Level: 
•    Bachelors degree or equivalent with preference for customer service, supply chain, logistics, operations or other relevant specialization 

Required Experience: 
•    1-2 years experience of relevant customer service, PR, supply chain, logistics, operations or other related field preferred 
•    Experience in writing, documentation of processes/policies 
•    Experience and knowledge of ecommerce, including customer service, operations preferred 
•    Experience working in a customer service or customer focused environment required 
•    Experience in working as strong contributor in a team-based environment


1. Issue Management (85%) 
•    Own monitoring, reassigning, labeling, and managing resolution with cross functional partners for customer issues escalated through from our Frontline and Tier 2 agents via our Manager Escalation process 
•    Escalate trends to the team in order to get ahead of mass impacting issues 
•    Document background on customer issues by adding comments in our CRM system. 
•    Assist with customer service adjustment inquiries from the Customer Advocacy team. 
•    Support the Order Management and Transportation teams with 'one-off' customer issues 

2. Customer Mail Merges (15%) 
•    Research customer impacting issues. 
•    Work with cross functional groups including Fulfillment, Customer Advocacy, Merchandising, Engineering, PR, Legal and Creative to understand and resolve issues. 
•    Prepare mail merge files – requires extreme focus and attention to detail. 
•    Ensure mail merge was sent correctly, and monitor customer replies. 
•    Upload comments in mass to affected customer accounts 
•    Issue eGiftCard compensation as situations require 
•    Deliver written executive recap including the magnitude of issue (e.g. customer, order, and financial exposure) and root cause and resolution 

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