Awana is a global, nonprofit ministry committed to the belief that the greatest impact for Christ starts with kids who know, love and serve Him. The transformative power of the gospel is shared every week through Awana ministries that reach more than three and a half million kids in more than 115 countries. Providing resources and expertise, Awana empowers more than 45,000 churches and mobilizes more than 450,000 leaders to reach kids through evangelism and long-term discipleship.
Creating and maintaining an outstanding customer experience for all Awana member churches. Helping the customer navigate the e-commerce store and have a well-defined, easily understood customer journey. Processes orders for Awana products received by mail, fax, and telephone; problem-solves, answers questions and provides information as needed to satisfy customers' needs, by performing several of the following duties, as assigned.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Answer inbound telephone calls from existing Awana customers (US and International) and ascertain the needs of the customer. Makes appropriate notes in Salesforce Customer Relationship Management (CRM) System and codes the call for reporting purposes.
Clarifies, investigates, takes appropriate action to rectify, and follows up on customer questions and problems.
Assist new members, with onboarding process, helping to identify their specific needs in order to help them get a solid foundation as they start using the Awana program. This could include helping them identify training opportunities, products, programs and specific needs for their church.
Enter retail orders from Awana customers using Salesforce (CRM) System.
Processes and coordinates any special orders with Purchasing Department as well as outside vendors.
Receives and checks fax, mail and email orders; follows-up with the customers on illegible or incomplete orders via phone or e-mail. Enters order once information is complete.
Process daily international orders and communicate via e-mail with those customers regarding shipping costs, approximate shipping date and any backordered product issues.
Process customer returns using paperwork provided. Calculate and issue credits and/or letters of explanation to the customer as appropriate.
Assist customers with accounting issues such as processing credit card payments, balancing account ledgers, sending invoices and communicating with customers to resolve past due account balances.
Maintain clear lines of communication with shipping, warehouse, purchasing or other resource personnel to investigate delayed shipments, lost orders or issues with product.
Provides assistance to fellow team members as needed or requested.
As directed by manager; use chat line, social media and/or texting to communicate with customers and direct them to correct products or websites.
Suggests specific ways to improve the efficiency, productivity and morale of the Customer Care Department.
Performs other related duties as may be required from time to time
Education and/or Experience
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Sk ills, Knowledge and Abilities
Ability to read and interpret documents such as customer correspondence, procedure manuals, and operating and maintenance instructions. Ability to write routine correspondence. Ability to speak effectively in one-on-one situations and in small groups of customers or employees.
Ability to apply concepts of basic mathematics to practical situations.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Other Skills, Knowledge and Abilities:
Data entry computer skills necessary. Must be detail-oriented and have the ability to problem-solve. Excellent interpersonal, telephone etiquette skills and good organizational skills are required. Knowledge of Awana programs and products, a basic understanding of Internet, texting and social media communications desirable.
While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; and use hands to finger or handle. Specific vision abilities required by this job include close vision.
The noise level in the work environment is usually moderate.
Internal: Reports to the Customer Care Manager. Occasionally interacts with Shipping, Warehouse, Finance and other staff members.
External: Frequent contact with Awana customers.
This job description reflects the current assignment of essential functions, and is not meant to be all-inclusive. Duties and responsibilities may be assigned or reassigned to this job at any time, and may be modified to reasonably accommodate an individual with a disability, or for other reasons.