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).
