Customer Service Coordinator

The Customer Service Coordinator will be responsible and accountable for the administration of various logistics and ecommerce tasks to support NTS growth in Ghirardelli's E-commerce channel.

Customer Service

• Managing incoming calls and customer service inquiries
• Assist with building relationship with business customers, including reaching out to past customers to check if they will be placing follow-up orders
• Respond to GCC website help tickets, emails and voicemail inquiries
• Work with fulfillment team on review and notification of customer delayed orders
• Resolve customer credit card and gift card discrepancies
• Perform issue resolution and root cause analysis. Resolve customer problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Document reason codes for customer calls

Administrative Support

• Assist Sales with order entry and processing including large address list orders; upselling where applicable
• Process invoices, cross charges, returns and refunds
• Monitor and update customer service/fulfillment status logs
• Data entry of samples and partner orders
• Check inventory levels for business customers and communicate need to stock transfers to fulfillment
• Use order management and web related systems and their respective functionalities to perform his or her job functions
• Assist E-commerce team with auditing website for applicable content
• Support Customer Service logistics team with various clerical tasks