HWIN GROUP

Company And Job Overview

We are seeking a dedicated and proactive Senior Customer Success Specialist to join our team. This role will primarily focus on managing customer inquiries, issues, and requests related to shipped-out and online orders for our US and UK markets. The ideal candidate will have strong communication skills, attention to detail, and a customer-centric attitude to ensure a seamless experience for our clients from order placement to delivery.

Job Responsibilities

Order Management:

• Handle customer inquiries related to online and shipped-out orders, including checking address, shipping payment, tracking, order status, shipping status, shipping delays, and returns.
• Process order adjustments or cancellations, when applicable, and ensure timely communication with customers regarding changes.
• Assist customers in the US and UK markets by providing clear and accurate information regarding product availability, order status, and shipping policies.
  
  
  
  

Issue Resolution:

• Address customer concerns or complaints related to damaged, missing, or delayed shipments.
• Work closely with the warehouse and logistics teams to resolve shipping issues quickly and efficiently.
• Provide solutions to customer inquiries, ensuring that all interactions are positive and aligned with company policies.
  
  
  
  

Customer Communication:

• Respond to customer inquiries in a professional and friendly manner.
• Maintain a high level of customer satisfaction by ensuring timely responses and proactive updates on order status and issues.
  
  
  
  

System Management:

• Update and maintain accurate customer information, order details, and issue logs in the order management systems.
• Ensure the informationn is up-to-date with the most recent order status and customer communications.
  
  
  
  

Collaboration:

• Collaborate with the sales and warehouses to ensure a smooth order process and identify areas for improvement.
• Provide feedback to the team on common customer concerns or challenges to help improve product offerings and processes.
  
  
  
  

Returns & Exchanges:

• Coordinate with sales team to manage return and exchange requests, ensuring customers are guided through the process and that all necessary information is provided.
• Work with the warehouses to ensure the timely processing of returned products.
  
  
  
  

Job Requirements

• 5 years or more experience in customer service
• Have experience working with US, UK or Europe based companies.
• Proven experience in customer service, preferably in an e-commerce or retail environment
• Familiarity with order management systems, CRM tools, and customer service software is a plus
• Excellent English language – verbal and written
• Excellent written and verbal communication skills, with a strong focus on customer empathy
• Ability to handle multiple customer inquiries simultaneously while maintaining attention to detail.
• Strong problem-solving abilities and ability to manage difficult situations with professionalism.
• Strong time management and organizational skills, with the ability to prioritize tasks effectively.
• Positive, team-oriented attitude and a willingness to collaborate across departments.