Frederick, Maryland
Customer Service / Merchant Account Representative Job Opening in Frederick, Maryland - Position Summary
This position is responsible for interacting with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
Customer Service Responsibilities
Receives customers' requests by primarily by email, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.
Receives customer phone calls and response and resolves issues as needed.
Traces status of orders through FedEx and USPS
Records details of inquiries, comments and complaints
Resolves customer questions related to orders.
Maintains liaison with other departments for order tracking, replacement and completion.
Processes carrier claims for lost or damaged packages
Prepares Returns and Replacements on problem orders
Process payments when required
Work with Accounting as necessary to reconcile outstanding issues.
Merchant Account Responsibilities
Assist in Fraud processing in absence of other employee
Account management for third party merchants
Training and account set up of new merchants
Tracking and reporting of chargebacks
Review merchant activity via their Dashboards
Reach out and coach merchants via email/phone regarding guidelines on various subjects as needed
Advise on available marketing promos
Check Jewelry listings to ensure watches and sterling silver are categorized correctly
Check to ensure no merchant auctions for vehicle accessories are listed under vehicles
Receive, prepare, reconcile, and upload Chargeback reports monthly
Review Merchant Orders Non Shipped Report monthly and contact merchants regarding outstanding orders, follow up as necessary
Assist Accounting as needed to reconcile merchant orders
Education and Experience
Bachelor?s Degree preferred, but will consider resumes with a High school diploma or general education degree (GED)
3 years? customer service experience
Self-motivated, hands-on, organized, analytical, and highly collaborative team member, capable of delivering results in a fast-paced environment
Skills and Abilities
The requirements listed below are representative of the knowledge, skill and ability required.
Ability to take limited direction and be able to execute on plan
Strong analytical, quantitative and organizational skills
Strong written and verbal communication skills
Must be innovative, proactive and a team player
Excellent communicator, both verbal and written
Strong attention to detail with accuracy and consistency
Physical Demand & Work Effort
Typing, sitting, standing, walking
Constant mental and/or visual attention; requires focused attention while working at a computer
The job is typically performed under comfortable working conditions
Compliance with company attendance standards
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
Please visit our site for a better idea of what we do ? .
Job Type: Full-time
Required education:
Bachelor's
Required experience:
customer service: 3 years
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