As a condition of employment, employees must provide and maintain High-Speed Internet connection that meets Lamps Plus requirements at all times to maintain employment. Employees who are unable to provide and maintain required internet service that meets our specifications may be terminated from their employment at Lamps Plus.
We are seeking an Operations Lead-Domestic Vendors to assist in organizing and directing the staff of Operations Department. You will serve as a conduit between management and agents to maximize performance. Our fully paid training program is conducted via webinar for approximately four to six weeks.
Job Description:
- Handles Lamps Plus.com, Pros.com, and Kiosk escalated domestic vendor related issues relative to customer/online orders and processes requests per department guidelines.
- Handles customer concerns with empathy and presents Lamps Plus positively.
- Coordinates order fulfillment, shipping and receiving of internet customer orders between our vendors and freight companies.
- Investigates issues related to non-deliveries and works to resolve problems with priority.
- Accurately handles pricing discrepancies, purchase order updates, order statuses, credit memos, etc.
- Fosters a strong relationship between Lamps Plus and various vendors.
- Researches vendor non-compliance and escalates issues to the Supply Chain and Buying teams.
- Interfaces with Accounts Payable regarding incorrect invoicing on purchase orders.
- Interfaces with order management and reporting systems to ensure on time shipments.
- Partners with Management on issues that may affect customer satisfaction levels as well as employee training needs uncovered during order processing.
- Reviews all open vendor orders to ensure vendors are meeting lead time expectations.
- Coordinates with buying departments on product/part availability, product/part information, product misrepresentation, etc. to ensure successful order deliveries.
- Documents a complete summary of the customers’ inquiry, actions taken, and expectations set forth on the respective order.
- Maintains call, email, and ticket handling procedures to ensure same day response times while upholding standards set forth by the department.
- Ensures all agents understand and comply with Call Center and companywide objectives, performance standards and policies.
- Assists in providing leadership, guidance, and structure to create and maintain a positive departmental environment.
- Takes on the responsibilities of department manager or supervisor if the manager or supervisor is absent, on vacation or otherwise unavailable such as but not limited to tracking agent attendance, performance, and reports irregularities to Upper Management.
- Aware of agent status through the visual monitoring of Agent Manager and Instant Messaging Tools.
- Performs other duties as assigned.
Job Requirements:
- Minimum of 1 year of Customer Service experience or retail background. Order Management and Call Center experience preferred.
- Excellent verbal and written communication skills in English. Must be able to articulate details to customers in a professional manner.
- Computer literate. Able to navigate through programs and windows.
- Able to multi-task. I.e., talk on the phone and type notes at the same time.
- Excellent typing and data entry skills.
- Effective problem solver under pressure.
Internet Connectivity Guidelines
- Must maintain a dedicated business class internet connection.
- Cable connection is required and must be high speed business class internet.
- If available, request a dynamic modem for cable.
- Speeds of at least 15 MBS down/5 MBS up are required.
- Cable modem or DSL router must be provided by carrier.
- Cable modem must be set up in bridge mode.
- DSL router firewall must be disabled.
- Wi-Fi, firewall and ALG must be disabled from the dedicated business class internet connection.
Equipment
The Lamps Plus Computer Support team will supply you with the following hardware:
- Modem
- Wyse terminal (computer)
- Monitor
- Phone and headset
- Other miscellaneous equipment
Lamps Plus is an Equal Employment Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States; however, we are not able to sponsor visas for this role.
