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Customer Care Lead

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Tru Grit FitnessVista, CA
  • Tru Grit is currently seeking a Customer Service Lead at our Corporate Headquarters in Vista, CA. The Customer Service Lead is responsible for the efficient and accurate processing of all customer orders, requests and returns supporting our E-Commerce channel.
  • Coordinate the efforts of the Sales, Marketing, Production, Accounting and Shipping departments in reference to the consumer needs.
  • They are also responsible for responding to complaints from customers regarding Company products and services.
  • Handle all E-Commerce Customers’ daily phone calls, emails, and click-to-chats that come through the Company’s various online business websites within a 24 hour time period
  • Manage and support of team of customer service reps
  • Provide training to all new Customer service reps
  • Provide training on all new product/system updates to current reps
  • Run a series of daily and weekly activity reports by website and specialized products and provide proactive communication among all parties
  • Ensure that all orders within each website are shipping within the allocated shipping window
  • Enter orders for online Customers that call in requesting to place their order over the phone
  • Enter and process all return authorization requests within the approved time period
  • Provide product training in order to be able to service customer inquiries from a technical perspective
  • Resolving routine problems and inquires and referring difficult problems to more experienced staff
  • Will be involved in cross-selling or sales referrals of product and services
  • Specialty tasks such as handling system issues when they come up
  • 2-5 years’ experience in similar position
  • High School Diploma or equivalent; College Degree a plus
  • Strong PC computer skills (including typing); must be proficient in Excel and Word
  • NetSuite, Shopify experience a plus
  • Excellent Customer Service and interpersonal skills
  • Excellent Communication Skills (oral and written), and the ability to handle multiple line telephone console with courtesy and professionalism
  • Proven problem-solving skills
  • Ability to work independently and to prioritize and handle multiple tasks and projects concurrently.
  • Fitness or related industry experience a plus

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