Career Opportunities at The Marine Shop and The Marine Corps Association

Call Center Manager

JOB DESCRIPTION

Job Title:                  Call Center Manager

FLSA Status:           Non-Exempt

 

Summary of Position

The Call Center Manager reports to the Department Head for Retail Support and supports the retail division of MCA with all incoming orders for product or services from the web, phone, fax, live chat, mail and other outside sources. The Manager supports the entire sale cycle of an order, beginning with the Customer Care Call Center, through the Fulfillment Center, and maintains the budget, personnel and reporting operations associated with the processes.

Essential Duties

  • Know all facets of order-fulfillment process
  • Implement all procedures of Retail order-fulfillment processes
  • Hire, train and supervise employees
  • Build, develop and lead a goal-oriented team
  • Assist staff with all duties in department where needed
  • Responsible for all incoming orders from web, phone, fax, mail and other outside sources
  • Measure and manage customer expectations, experience and satisfaction
  • Modify Customer Care and Fulfillment procedures and provide training to achieve financial goals
  • Coordinate with web manager to develop targeted marketing and advertising to improve Business-to-Business and Business-to-Consumer sales
  • Oversee the Customer Care Call Center and WooCommerce
    • Assure that all customer calls, zopim chats, and web orders are answered promptly, courteously and customer requests are handled and processed in a timely, professional, and efficient manner
    • Schedule staff for complete coverage as needed
  • Solve problems related to missing and mis-shipped orders
  • Stay informed of all specials, promotions and membership benefits
  • Protect the privacy of customer data and customer confidentiality
  • Complete daily reconciliation short/overages for business office
  • Support and maintain an open door policy
  • Monitor and evaluate employee performance
  • Establish department budget, goals, and key performance indicators
  • Closely monitor department financials and track actual results against budget and goals
  • Keep MCA management informed about all customer service issues and trends
  • Monitor WooCommerce for errors, site issues, product reviews, and declines
  • Monitor customer service emails and disperse to employees
  • Investigate order error emails and execute resolution
  • Other duties as may be assigned by Management

Job Requirements

  • Understanding of basic financial reporting for a small business
  • Adept at managing people, both employees and customers
  • Excellent organizational, communication, and interpersonal skills
  • Ability to work independently and as part of a team
  • Flexibility and creative problem solving ability
  • Ability to work under pressure
  • Possess strong initiative and self-motivation
  • Computer and e-commerce literacy
  • Organization and problem solving ability
  • Ability to work well with others
  • A positive attitude

Supervisory Responsibilities

  • Supervise Call Center
  • Coach and counsel of all employees on an as-needed basis
  • Conduct performance appraisals

 

Education/Experience

  • High School Graduate
  • Associate or higher degree preferred
  • Knowledge of the Marine Corp preferred
  • Knowledge of retail, call center, fulfillment, and e-commerce a plus

Computer Skills

  • Must be computer literate
  • Microsoft Suite of Programs
  • Knowledge of CounterPoint a plus
  • Knowledge of WooCommerce a plus

 

Part Time – Call Center Customer Service Representative

JOB DESCRIPTION

 

Job Title:                  PT Customer Service Representative

FLSA Status:           Non-exempt

Summary of Position

Part-time position to assist in Customer Service with day-to-day operation of the Customer Service Department by answering all customer calls and processing customer requests in a timely, professional, and efficient manner.

 

Essential Duties

  • Answer all customer calls in a polite and professional manner
  • Process membership information and customer retail sales orders by accepting and processing orders over the phone, through paid mail, or generated by fax and online
  • Assist membership in answering questions and receiving updated status on new and existing orders and memberships
  • Accept payments for orders placed through the Counterpoint in a timely and efficient manner
  • Assist in tracking of back orders to ensure that shipments have been made immediately upon receipt of goods
  • Maintain a safe, clean, and organized workstation
  • Assist other customer service reps with overflow work, including data entry, and other tasks
  • Perform all facets of order-fulfillment processes
  • Process Member personal information changes
  • Assist in solving problems related to missing and mis-shipped orders
  • Stay informed of all specials, promotions and membership benefits
  • Create official correspondence to customers as necessary
  • Protect the privacy of customer data and customer confidentiality
  • Assist in training of new personnel as directed by supervisor
  • Other duties as may be assigned by Management

Job Requirements

  • High School Diploma and 1 year related experience
  • Commitment to superior customer service for both external and internal customers
  • Excellent organizational, communication, and interpersonal skills
  • Meet established production and accuracy goals
  • Ability to work independently and as part of a team
  • Flexibility and creative problem-solving ability
  • Ability to work under pressure
  • Possess strong initiative and self-motivation
  • Commitment to the retail and membership division and to the Association’s mission
  • Understanding of the MCA culture and the USMC

 

Computer Skills

  • Must be computer literate
  • Must be able to touch-type at least 40 words per minute
  • Working knowledge of Microsoft Office and Lotus Notes
  • Knowledge of Counterpoint & Salesforce software a plus

Fulfillment Clerk

Job Title:                  Fulfillment Clerk

FLSA Status:           Non-exempt

Summary of Position

Position in Customer Service/Fulfillment Department, to include picking, packing, auditing and shipping customer and store orders.

Essential Duties

  • Able to meet customer service standards.
  • Able to fulfill quality and timely distribution of products.
  • Assist in maintaining accurate inventory by pulling correct items, and auditing orders prior to packing.
  • Assist in identifying inventory discrepancies.
  • Fulfill orders, including special requests, in an accurate and timely manner.
  • Follow fulfillment procedures when picking, packing and invoicing orders, including completion of correct documentation, and auditing for accuracy before shipping orders.
  • Restock returned items from customers and stores as requested by supervisor
  • Pull inventory from TMS and verify against transfer
  • Work independently in a team oriented environment.
  • Assist with all departmental duties including shipping as requested.
  • Maintain a safe, clean, and organized area, complying with all federal, state, and local laws, regulations, and ordinances (OSHA)

Responsibilities Included But Are Not Limited To

  • Picking, packing and invoicing orders
  • Prepackage bulk items (plates, placemats, posters, coasters).
  • Backfill and/or stock inventory as requested.
  • Assist with cycle counts as needed.
  • Assist with fiscal inventory as needed.
  • Other duties as may be assigned by Manager.

Job Requirements

  • High School Diploma
  • Ability to lift and move inventory, customer orders, and supplies weighing up to and including 70 pounds
  • Ability to accurately count items
  • Ability to type
  • Commitment to superior customer service
  • Good organizational skills
  • Ability to work independently and as part of a team
  • Ability to work under pressure
  • Possess strong initiative and self-motivation
  • Appreciate and respect diversity in the workplace
  • Commitment to the retail division and to the company’s mission
  • Understanding of the MCA culture and the USMC

Computer Skills

  • Must be computer literate
  • Knowledge of CounterPoint a plus
  • Knowledge of Microsoft Office and Lotus Notes a plus

Part Time – Sales Associate

Job Title:                  Sales Associate (Part-time)

FLSA Status:           Non-exempt

The Marine Corps Association (MCA) is the professional Association for all US Marines.  Founded in 1913, MCA supports professional development among today’s Marines, recognizes outstanding accomplishments and serves to remind all of the rich history and legacy of the USMC.  MCA owns and operates The Marine Shop (TMS) in Quantico, VA.  TMS reflects the quality and value of the professional association by providing uniform items, books, gifts and apparel that represent a uniquely professional shopping experience.

 

Summary of Position

TMS is seeking to fill a part-time Sales Associate position to assist the General Manager with day-to-day operations by delivering exceptional customer service.  The Sales Associate provides customers with information about products and services, processes sales orders using the point-of-sale (POS) software, processes returns and assists in the fitting and sale of custom tailored uniforms.

 

Essential Duties & Responsibilities

  • Greet customers both in person and over the phone in a polite and professional manner
  • Address all questions concerning price, availability, and use of merchandise
  • Process all sales transactions through the POS software cash, check, credit card or gift card
  • Assist master tailor(s) while they are custom fitting uniforms and be familiar with use of control cards and the process and procedure of fitting custom tailored uniforms
  • Assist customers with selecting other uniform articles and accessories that complement planned purchases and are in alignment with the customers’ needs
  • Be familiar with all special services offered (medal mounting, engraving, calling/business cards, name tapes, dog tags, custom coins, and sword repair)
  • Assist in receiving, checking in, and putting away weekly orders from the MCA warehouse
  • Restock sections or areas of the store as assigned by management
  • Conduct inventory cycle counts as directed by the General Manager or Assistant Manager
  • Process MCA membership requests for customers through the POS system/updates and Association Management System
  • Answer questions, provide status updates, pack and ship mail order uniform packages
  • Provide solutions related to damaged/defective, missing or in accurate products or services
  • Other duties as may be assigned by management

 

 

Job Requirements

  • High School Diploma and 1 year related experience.
  • Commitment to superior customer service
  • Excellent organizational, communication, and interpersonal skills
  • Ability to work independently and as part of a team
  • Flexible and creative problem solving ability
  • Ability to work under pressure
  • Possess strong initiative and self-motivation
  • Appreciation and respect for the diversity in the workplace
  • Commitment to MCA and The Marine Shop’s mission to serve Marines
  • Must be available to work Saturdays

 

Computer Skills

  • Must be computer literate
  • Strong working knowledge of Microsoft Office, Outlook and Excel
  • Knowledge of Counter Point and Nimble User a plus

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