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• Assisting multiple customers simultaneously regarding concerns, including replacements, refunds, returns & Service Warranties via chat & SMS

• Testing processes and workflow changes as well as chat & SMS templates 

• Try new software updates and features before going live 

• Submitting ideas to improve existing features and processes. 

• Working with cross-functional teams to document and debug issues before scaling across a broader digital function. 

• Identify improvements within the chat & SMS platform.

• Build customer loyalty by ensuring accurate and appropriate information was provided to customer inquiries 

• Assisting customers with concerns, including replacements, refunds, returns & Service Warranties 

• Proactively contacted external resources regarding customer concerns, to ensure first-call resolution 

• Communicate clearly and easily with a wide selection of customers 

• Entering in detail information to ensure that complete record of company information is always kept up to date 

• Exceeded company goals in a consistent manner 

• Helping tutor new service agents after hiring.

• In charge of initiating and shipping a high volume of orders daily via UPS, FedEx, and DHL for auto parts in the U.S., and overseas, knowledge of shipping hazardous materials. 

• Keeping accurate records for the accounting department, intake of multiple truck orders per day, inspecting and checking in incoming freight, distributing freight contents between numerous stores and billing accordingly, processing customer returns and crediting accounts, maintaining and following up with purchase orders. 

• Operating a forklift, organizing and keeping warehouse clean.

• Responsible for a staff of delivery drivers' daily activities and delivery routes, maintaining a dispatch log to ensure timely delivery of products to customers, ensuring that all records of deliveries were correctly completed and received, and keeping delivery drivers on task between routes. 

• Creating a pro-active culture in the workplace for subordinates. 

• Answering and directing phone calls, taking detailed messages when necessary, resolving customers' complaints in a professional manner. 

• Pulling monthly reports of deliveries to find areas where we could better serve the customer.