Operations Lead - Domestic Vendor (LP-04204)

Description

• Handles Lamps Plus.com, Pros.com, and Kiosk escalated domestic vendor related issues relative to customer/online orders and processes requests per department guidelines.   

• Handles customer concerns with empathy and presents Lamps Plus positively. 

• Coordinates order fulfillment, shipping and receiving of internet customer orders between our vendors and freight companies. 

• Investigates issues related to non-deliveries and works to resolve problems with priority. 

• Accurately handles pricing discrepancies, purchase order updates, order statuses, credit memos, etc. 

• Fosters a strong relationship between Lamps Plus and various vendors. 

• Researches vendor non-compliance and escalates issues to the Supply Chain and Buying teams.   

• Interfaces with Accounts Payable regarding incorrect invoicing on purchase orders.  

• Interfaces with order management and reporting systems to ensure on time shipments. 

• Partners with Management on issues that may affect customer satisfaction levels as well as employee training needs uncovered during order processing. 

• Reviews all open vendor orders to ensure vendors are meeting lead time expectations. 

• Coordinates with buying departments on product/part availability, product/part information, product misrepresentation, etc. to ensure successful order deliveries. 

• Documents a complete summary of the customers’ inquiry, actions taken, and expectations set forth on the respective order. 

• Maintains call, email, and ticket handling procedures to ensure same day response times while upholding standards set forth by the department. 

• Ensures all agents understand and comply with Call Center and companywide objectives, performance standards and policies. 

• Assists in providing leadership, guidance, and structure to create and maintain a positive departmental environment. 

• Takes on the responsibilities of department manager or supervisor if the manager or supervisor is absent, on vacation or otherwise unavailable such as but not limited to tracking agent attendance, performance, and reports irregularities to Upper Management. 

• Aware of agent status through the visual monitoring of Agent Manager and Instant Messaging Tools. 

• Performs other duties as assigned. 

• Minimum of 1 year of Customer Service experience or retail background. Order Management and Call Center experience preferred. 

• Excellent verbal and written communication skills in English. Must be able to articulate details to customers in a professional manner.  

• Computer literate. Able to navigate through programs and windows.  

• Able to multi-task. I.e., talk on the phone and type notes at the same time. 

• Excellent typing and data entry skills. 

• Effective problem solver under pressure. 

• Must maintain a dedicated business class internet connection. 

• Cable connection is required and must be high speed business class internet. 

• If available, request a dynamic modem for cable. 

• Speeds of at least 15 MBS down/5 MBS up are required. 

• Cable modem or DSL router must be provided by carrier. 

• Cable modem must be set up in bridge mode. 

• DSL router firewall must be disabled. 

• Wi-Fi, firewall and ALG must be disabled from the dedicated business class internet connection. 

• Modem 

• Wyse terminal (computer) 

• Monitor 

• Phone and headset 

• Other miscellaneous equipment