Consumer Services Specialist

MerchSource; Wichita (KS); On-site; USD 28,000 - 42,000; Full time

Job summary

MerchSource, LLC in Wichita is seeking a Consumer Services Advocate to provide excellent support via phone, email, and chat. You will assist with new orders, explain order status, and guide customers through our warranty process.

The role emphasizes accurate data entry, problem solving, and timely communication across departments such as finance, shipping, and QA. Spanish language skills are preferred but not required; on-site work is expected.

Qualifications

• High School Diploma or equivalent required.
• Consumer Service/Data Entry experience preferred.
• Ability to multi-task, problem-solve, and meet deadlines while communicating clearly.
• Team player with willingness to assist others.
• Organized, detail-oriented, and able to manage multiple tasks.
• Proficiency in ERP systems and MS Office.
• Bi-lingual Spanish is preferred but not required.

Responsibilities

• Provide customer support via phone, email, and chat.
• Process orders for new and existing customers accurately.
• Verify pricing, discounts, and addresses; communicate backorder info.
• Maintain and update customer files and addresses.
• Resolve order issues with carriers and internal teams.
• Process returns and credits; route to relevant departments.
• Assist with related paperwork and reporting as needed.
• Collaborate with finance, shipping, and QA to meet company goals.
• Maintain professional company image in all interactions.

Skills

Customer service

Data entry

Multitasking

Verbal communication

Written communication

Team player

Attention to detail

ERP systems

Microsoft Office

Spanish (preferred)

Education

High School Diploma or equivalent

Tools

ERP systems

Microsoft Office Suite

Job description

The Consumer Services Advocate is responsible for providing excellent customer support via phone, email, and chat to the MerchSource family of brands consumers. This position assists consumers with new orders, advises of orders in process, provides information on new products, sends product literature upon request, takes consumers through our warranty process, and processes returns of products. The Consumer Service Advocate will promptly and courteously resolve any consumer issues, respond to any questions or concerns, or refer them to the appropriate personnel. It is also expected that this individual will complete related records, reports, documentation, and miscellaneous clerical duties as necessary.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Receives warranty claims for existing consumers by phone, chat, mail, and email. Processes the warranty claims accurately through claim and order entry systems.
• Receives orders for new and existing consumers by phone, chat, mail, and email. Processes orders accurately through order entry systems.
• Verifies pricing, discounts, billing/shipping addresses, and credit status and informs consumers of any issues or back orders and anticipated availability of items on backorder.
• Maintains files and updates addresses as per procedures within the determined systems.
• Researches and resolves issues with orders, including contacting parcel carriers (Fed Ex, UPS, USPS, etc.) to resolve shipping issues on the consumer’s behalf.
• Processes returns for consumers. Determines the nature of return and assesses whether the product is returnable.
• Corrects and re-ships any incorrect orders
• Processes related to consumer paperwork and credits
• Sends returned product to the Rework department for the appropriate check.
• Informs consumers of any credit holds
• Conducts consumer surveys
• Resolves questions, concerns, requests, and issues promptly and courteously.
• Keeps consumers informed of Company policies, procedures, and the status of orders and accounts.
• Works well with other departments such as finance, shipping, pick and pack, and quality assurance to accomplish the company’s goals.
• Politely conveys information as needed while maintaining the Company’s professional reputation and providing superior consumer service.
• This is not a remote position.

QUALIFICATIONS

• High School Diploma or equivalent.
• Consumer Service/Data Entry experience preferred
• Ability to multi-task, solve problems and work within deadlines while communicating effectively verbally with consumers and team members and in written applications.
• Team player with a willingness to assist others.
• Able to maintain an organized station and be attentive to detail on multiple fronts.
• Proficiency in ERP systems and Microsoft Office Suite
• Bi-lingual Spanish is preferred but not required.