Di Bruno Bros. is hiring E-Commerce & Corporate Gifting – Returns & Tracking Associates for a seasonal position starting immediately and lasting through January 2021. This position will provide exceptional customer service to Di Bruno Bros.’ E-Commerce customers while executing customer orders within parameters of Company guidelines.
Responsibilities
- Provide superior customer service as defined by Di Bruno Bros. within the scope of Company policy.
- Prepare daily records of UPS delivery exceptions and monitor orders that are not progressing through the process smoothly. Intervene as necessary to ensure maximum customer satisfaction
- Perform research and follow up to address delivery issues and if necessary communicate with the customer by phone or email to resolve delivery address questions or concerns
- Work closely with Corporate Gifting team to ensure that customers receive their tracking information, correctly and on time. Spot potential issues and establish the means to mitigate them. Notify gifting associates of potential missed shipments and revised dates.
- Closely monitor and work with a sense of urgency with customers to resolve any address or delivery issues with their Di Bruno Bros. order
- Investigate lost and damaged packages and assist with replacement orders
- Accurately process order replacements, corrections, and credit card refunds
- Assist with daily printing of e-Commerce orders for fulfillment
- Open and check all inbound packages, sorting Corporate Gifting and e-Commerce orders, packing slips, and notecards
- Maintain documentation on returned and replaced orders
- Adhere to all Company policies, procedures and practices
- Follow proper security guidelines to ensure safety procedures are followed according to company policies
- Must be on time, and have good attendance
- Other duties and special projects as assigned including assisting the Fulfillment Team with outbound orders on high volume days
Qualifications
- Minimum of 1 year previous customer-facing experience strongly preferred
- Ability to communicate clearly with customers and co-workers
- Great communication, language, verbal and written skills
- Professional and friendly phone demeanor
- Must be able to use the internet, Microsoft Office, and Google Suite
- Prior experience with ShipWorks and/or UPS WorldShip a plus
- Good computer skills and accurate typing skills of 30-40 wpm minimum
- Strong sense of urgency, deadline and detail oriented
- Positive attitude and ability to react well under pressure
- Commitment to continued education about Di Bruno Bros. and Company products as well as ways to create an exceptional customer experience.
- Ability to work varied hours/days as dictated by business
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the Associate is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The Associate is required to sit and stand for the shift and will frequently be required to walk or stoop, kneel, crouch or crawl. The Associate will occasionally be required to sit and climb or balance. The Associate must regularly lift and/or move up to 10 pounds and
occasionally lift and/or move over 25 pounds.
Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an Associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The performance of this position requires that the Associate work in an environment with both office and warehouse components. For the most part, ambient room temperatures, lighting and traditional office equipment is found in the office. Temperatures may fluctuate seasonally. The Warehouse temperatures fluctuate seasonally to extreme temperatures.
Due to the nature of our industry, the performance of this position will require the individual to spend time in a facility in which he/she will be exposed, either directly or indirectly, to potential food allergens including (but not limited to): peanuts, gluten, corn, egg, fish, milk, shellfish, soy, tree nut and wheat.