SOLD Store Support Coordinator

Zumiez; Lynnwood (WA); On-site; USD 24,000 - 29,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Stock purchase program

401k

Product discount

Job summary

Zumiez is seeking a SOLD Store Support Coordinator in Lynnwood, WA. This full-time, onsite role supports digital orders and in-store experiences by routing orders, resolving issues, and coordinating with stores and customers. You will use Zendesk, PowerBI, and Excel as part of daily duties.

The position requires weekend availability, basic English, and strong attention to detail. Benefits include medical, dental, vision, stock purchase, 401k, and product discounts.

Qualifications

• 1-2 years customer service experience preferred.
• High school degree or GED required.
• Weekend availability in-office and remote.
• Basic fluency in English required.
• Strong communication and detail orientation.
• Flexible scheduling depending on season.

Responsibilities

• Deliver excellent service to customers and store employees for end-to-end, channel-less experiences.
• Edit or reroute digital orders in the order management system.
• Manage out-of-stock and aging orders in the system.
• Research and diagnose issues using multiple systems to provide solutions.
• Communicate with stores and customers to resolve order issues via calls or messages.
• Utilize Zendesk, Teams, email, and PowerBI for cross-functional communication.
• Input data in Excel when required and analyze payment information.

Skills

Customer service

Communication

Attention to detail

Time management

Teamwork

Education

High school diploma

Tools

Zendesk

PowerBI

Excel

Microsoft Teams

Job description

Position Title: SOLD Store Support Coordinator
Status: Full time hourly
Reports to: SOLD Store Support Supervisor
Location: Lynnwood, WA, Onsite
Dept Number: 6020
Dept Name: SOLD Store Support
Wage Range: $17.25-$21 per hour
Benefits: Medical, dental, vision, stock purchase program, 401k, product discount.

JOB DUTIES & RESPONSIBILITIES

• Deliver excellent service to customers and store employees, to provide an end-to-end and channel-less experience. This team is responsible for managing and assisting with all types of Zumiez digital orders, along with the in-store experience. This could be direct communication with a customer, or with a store employee.
• Edit or reroute digital orders in the Zumiez order management system.
• Manage out of stock orders in order management system.
• Manage aging orders in order management system.
• Utilize problem solving skills and array of systems to research and diagnose a problem, and provide a solution for the store employee and customer.
• Possess a familiarity with the shipping carriers used and understanding of the various ship methods offered with the ability to diagnose and spot order tracking issues.
• Prioritize incoming correspondence via Zendesk with customers and employees over all channels (phone, email, etc). Available to answer calls from hotlines while on the clock, unless directed otherwise by Supervisor.
• Make outgoing calls to stores and customers to resolve order issues.
• Utilize Microsoft Teams and email to stay available for communication with internal sources.
• Work with excel spreadsheets for data input when required.
• Review and analyze store payment information. Retain confidential information when required.
• Uses reports in order management systems, Reports Manager/PowerBI, and Zendesk to identify opportunities for improvement.
• Report systems, product and website issues to appropriate parties in a timely manner, to avoid negative impact to the business.

JOB REQUIREMENTS & QUALIFICATIONS

• 1-to-2-year Customer service experience preferred
• Zumiez in store experience nice to have
• High school degree or equivalent (GED)
• Weekend availability required (in-office and remote)
• Basic fluency in English required
• Basic reading, writing, and arithmetic skills are required
• Ability to effectively communicate with customers and team members
• Strives to be highly detail oriented
• Ability to work a flexible schedule depending on time of season
• Ability to teach tools and programs to team members
• Ability to work in a fast-paced, team-oriented environment

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Constantly communicates via phone, e-mail, and other necessary forms of communication
• Constantly works within close quarters of other employees
• Frequently sits for extended periods of time
• Frequently wears and operates a headset for communication purposes

This job description is not all-inclusive and is only intended to describe the general nature of the work. All job responsibilities are considered to be essential job functions. Job responsibilities and job requirements are subject to modification to reasonably accommodate individuals with disabilities. The Company reserves the right to modify the job description, as it deems necessary for proper business.

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