Kamehameha Manalang

Ship-to-home Manager & E-commerce Specialist @Home Hardware Stores Limited

St. Jacobs, ON, CA

Respond to customer & store inquiries promptly and accurately via phone and email, providing clear and helpful information to resolve issues and ensuring high levels of customer satisfaction. Utilized active listening and problem-solving skills to address concerns effectively, contributing to overall customer loyalty.• Navigate the Kibo E-commerce platform with expertise, leveraging advanced queries and tools to efficiently locate and retrieve critical information needed for customer/store inquiries, order processing, and troubleshooting. Ensured seamless interactions by quickly resolving issues.• Daily processing of varying volumes of short shipments, with direct communication with impacted customers and stores to address any inconsistencies. committed to minimizing adverse effects on the customer experience while providing unambiguous solutions to guarantee customer satisfaction and retention.• Oversee the Home Delivery division and conduct investigations into lost or damaged packages. filed claims, worked with couriers and other department heads, and kept clients informed at every stage of the inquiry to make sure they were all fully informed until a conclusion was reached.• Manage e-commerce back-end operations, making sure that customers\' urgent orders were processed quickly and delivered on schedule. Tasks were prioritized in order to fulfill strict delivery dates and uphold strict operational standards.• Collaborate cross-functionally with various departments to provide effective solutions and maintain positive customer relationships. Worked closely with teams in shipping, inventory, and customer service to address customer needs and optimize processes.• Updated internal databases with technical issue details and customer interactions, contributing to the continuous improvement of service protocols. Analyzed patterns and insights for future operational improvements to enhance customer satisfaction.