Customer Service Coordinator - A.D. STARR
Coraopolis, Pennsylvania
At DICK'S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world's greatest sports team, apply to join our team today!
OVERVIEW:
Job Duties & Responsibilities
Manage Incoming Customer Service Inquiries
Serve as the primary contact for incoming customer inquiries via phone, email and website.
Complete routine requests and partner with teammates to resolve all issues and answer questions (i.e. vendor PO status, tracking number inquiries, returns, etc.)
As needed, redirect customer inquiries to the relevant department(s) to ensure efficient and positive outcomes
Oversee eCommerce Customer Experience
Serve as the primary internal contact for eCommerce order flow, including processing and basic troubleshooting.
Proactively communicate with customers on eCommerce order issues - such as shipment delays, product backorders and substitutions
Ensure all eCommerce cases and order issues continue moving through the fulfillment lifecycle
Business Processes
Partner with all internal departments to establish and maintain internal customer-facing processes and procedures
Compile customer feedback in an actionable manner to help guide future business processes and opportunities
Partner with the National Sales Manager to develop key performance indicators and reporting related to the A.D. STARR customer experience, including ongoing iteration and improvement as measured by CSAT scores.
QUALIFICATIONS:
Bachelor's Degree
3-5 years of experience, with 2-3 years in customer service, help desk, or related experience (retail oriented)
Working knowledge of web site navigation standards
Excellent written and verbal communication skills
Creative aptitude and vision to recognize, understand and respond to the needs of retail store and e-commerce customers
Excited and Passionate about Customer Service
VIRTUAL REQUIREMENTS:
At DICK'S, we thrive on innovation and authenticity. That said, to protect the integrity and security of our hiring process, we ask that candidates do not use AI tools (like ChatGPT or others) during interviews or assessments.
To ensure a smooth and secure experience, please note the following:
Cameras must be on during all virtual interviews.
AI tools are not permitted to be used by the candidate during any part of the interview process.
Offers are contingent upon a satisfactory background check which may include ID verification.
If you have any questions or need accommodations, we're here to help. Thanks for helping us keep the process fair and secure for everyone!
