Description

Reports To: Customer Service Manager & Customer Service Supervisor

Location: Charlotte, NC Office & Warehouse
FLSA Status: Non-Exempt
Classification: Full-Time (Approx. 40 hours/week)

Job Summary

As a Front Desk Liaison at AMain Inc., you are the physical point of contact and welcoming face of our Charlotte, NC facility. This dynamic role acts as a vital bridge between our remote customer service team and on-site operations. You will greet guests, manage the digital ticket queue, process returns, and support both the distribution center and customer service departments. The ideal candidate is a proactive, detail-oriented, and highly collaborative team player who brings a welcoming energy to the office.

Requirements

Key Responsibilities

Front Desk & Guest Relations

Brand Ambassador: Greet and assist all incoming office guests, projecting a professional, helpful, and welcoming image that reflects company values.
Administrative Support: Maintain a clean, organized reception area. Assist with administrative and clerical tasks including filing, labeling, and decorating the front desk area for holidays or company events.
Order fulfillment for online pick up and walk ins: Take orders, fulfill, and distribute orders to walk in customers.

Remote Team & Warehouse Liaison

Physical On-Site Support: Maintain open communication with remote customer service staff and serve as their on-site hands in the Charlotte facility. Key tasks include:
- Locating, verifying, and adjusting physical inventory within the distribution center.
- Measuring, weighing, and verifying physical details of products (such as colors and parts descriptions).
- Updating online product descriptions based on physical observations.
- Resolving inventory discrepancies and repacking items for sale.
Carrier Coordination: Contact shipping carriers to request service adjustments, tracking updates, or address alterations.

Omnichannel Customer Support

Queue Triage: Efficiently monitor, organize, and prioritize customer inquiries within Zendesk, MS Outlook, and MS Teams.
Inquiry Resolution: Read, analyze, and resolve customer issues via email, live chat, and phone calls in compliance with company policies.
Order & Account Management: Input customer orders, investigate account issues, resolve product inquiries, and issue refunds or credits as authorized.

Fulfillment & Returns Logistics

Order Fulfillment: Pull, double-check, pack, and distribute customer orders within the warehouse to support same-day shipping goals.
Returns Processing: Receive, inspect, and process physical customer returns following RMA guidelines.

Ad-Hoc & Secondary Duties (As Needed)

Contact customers directly to resolve return discrepancies.
Assist with warehouse quality control and packaging of in-house brand products.
Participate in cross-departmental training swaps to build a well-rounded understanding of operations (requires flexibility with scheduling).

Qualifications & Experience

Experience: Previous experience in customer service, reception, or warehouse operations is preferred. Interest in or knowledge of remote-control (RC) hobbies (cars, helicopters, planes) is a strong plus.
Communication Skills: Excellent verbal and written communication skills. Able to draft clear correspondence, explain details professionally to customers/colleagues, and follow standard operating procedures.
Technical Skills: Computer literate with experience in email, internet navigation, and MS Office (Excel, Word, Teams). Experience with Zendesk is highly preferred. Typing speed of at least 25 WPM.
Mathematical Skills: Competent in basic business math (addition, subtraction, multiplication, division, fractions, decimals, and basic percentages).
Core Attributes: Outstanding attention to detail, exceptional multitasking ability, and a strong, cooperative work ethic.

Desired Characteristics

Welcoming Personality: Friendly, polite, and comfortable engaging directly with members of the public.
Confident & Resourceful: Possesses a self-assured, helpful approach to solving problems on the fly.
Collaborative: Thrives as an active, supportive member of a cross-functional team.

Physical Demands & Work Environment

Physical Agility: Frequently required to sit, stand, walk, reach, bend, stoop, kneel, crouch, or crawl. Occasional climbing or balancing on ladders is required.
Manual Dexterity: Frequent use of hands and arms to handle, package, or sort inventory.
Lifting: Must be able to regularly lift and move up to 25 lbs.
Sensory Requirements: Close/distance vision, the ability to focus, and the ability to distinguish colors to accurately verify physical inventory.
Work Environment: Comfortable working in a mixed office and warehouse setting with a moderate noise level (typical of an active call center and fulfillment environment).

AMain.com, Inc.

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