Job Description

Customer Service Agent - Chat, Phone & Video - Work From Home

About Frontier Frontier (www.hirefrontier.com) is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier. Think of us as your personal talent agent, and good luck with the application :) About The Role Frontier is looking for a dynamic and tech-savvy Retail Sales Operations Specialist with excellent communication skills to join one of our clients, Skylight (www.skylight.us.com). Skylight brings delightfully simple to use digital photo frames to consumers. A Retail Sales Operations Specialist will support our Sales team as we manage incredible growth and expansion. The Sales Operations Specialist is responsible for assisting sales leadership in driving operational excellence. This role is a high value-add partner to the sales team enabling revenue growth and increasing sales. Responsibilities

• Manage purchase orders for global retail accounts
• Confirm inventory availability, acknowledge receipt of purchase orders, request changes as necessary and relay delivery dates to our customers
• Input and process purchase order details into 3PL / SPS and flow orders through our logistics team members, making updates to delivery timing and/or quantity adjustments as needed
• Manage EDI Portal (SPS Commerce) and 3PL integration \xe2\x80\x93 accept or reject purchase order changes and ensure data accurately flows to SAP
• Manage retail price lists by updating existing SKUs as needed and/or enter new product pricing before initial purchase orders are received
• Collaborate with internal and external demand planning teams to relay forecasting information and optimize revenues
• Work with 3PL(s) to obtain BOL/ Packing receipts and any other customer required materials
• Stay on top of order status and ensure 3PL(s) route the orders on time and have the orders shipped/ picked up within the ship windows
• Manage chargebacks, investigate any short ships or late shipments. Dispute with retailers when necessary
• Understand Retail Routing Guides, work with 3PLs to set up new accounts in a timely manner, adhere to all labeling requirements
• Manage submission process and tracking with Finance for resolution

Personal Attributes

• Hands on experience with MS Office (strong Excel proficiency required)
• Strong verbal and written communication and presentation skills required
• Understanding of sales performance metrics
• Excellent organizational and multitasking skills
• A team player with high level of dedication
• Ability to work under strict deadlines
• Ability to quickly critically think through what the customer issue is by active listening and empathizing with customer
• Familiarity with CRM systems and practices
• Ability to multi-task, prioritize, and manage time effectively

Job specific requirements

• Excellent internet for video calls
• Ability to work on the US time zones (non-negotiable)
• Excellent English, including understanding of a wide array of idioms (assessed via written, phone and video tests)
• 2+ years of Customer Service or Administrative role
• Bachelor\'s degree required

Salary & Benefits

• Competitive salary
• Learning opportunities
• Working in a great culture