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Title: FULL TIME CUSTOMER SERVICE REPRESENTATIVE (UNIFORM/E-COMMERCE) Location: United States-Virginia-Virginia Beach Job Number: 250001AZ Job Summary: Responsible for delivering knowledgeable, courteous, and professional service to NEX customers and store personnel via phone and email. Reports to the Customer Contact Center Supervisors. Duties and Responsibilities: Responds to customer and store inquiries via phone and email, including online and phone orders. Maintains proper documentation for all customer interactions, ensuring compliance with PII and PCI regulations. Delivers friendly, professional, and personalized service at all times. Handles difficult customer situations by addressing needs promptly and resolving issues in a cost-effective and customer-focused manner. Escalates unresolved matters to supervisors as needed. Accurately updates customer databases with new or changed information. Prepares and sends email correspondence following Standard Operating Procedures (SOPs). Tracks orders and delivery status using internal systems and third-party services (e.g., FedEx, DHL). Analyzes customer problems and proposes effective solutions. Communicates clearly and professionally both verbally and in writing. Provides accurate product and warranty information. Maintains familiarity with Uniform regulations, Keep It New (KIN) plans, and NEXCOM return policies. Acts as a liaison between merchants, store personnel, distribution, accounting, vendors, and other partners as needed. Remains informed of product updates, promotions, and policy changes. Adapts to changes in a 24/7 work environment, maintaining flexibility to meet fluctuating business needs. Collaborates with team members, contributes to a positive team environment, and supports colleagues as needed. Works evenings, weekends, holidays, and overtime as required . Operates under general supervision, working independently within established policies and procedures. Work is evaluated for efficiency, accuracy, and compliance with all applicable guidelines. Adheres to proper phone and email etiquette using scripts and SOPs. Processes orders for eligible patrons in accordance with Armed Services Exchange Regulations (ASER). Performs other related duties as assigned. Qualifications: General Experience: Minimum of 1 year of responsible experience in a customer contact center or any type of work that demonstrates the ability to perform the duties of the position successfully. Substitution of Education for Experience: Study completed at a college, university, or junior college above the high school level may be substituted for experience at the rate of one-half academic year (or equivalent) for 6 months of experience. At any level, specialized experience may be substituted for the required general experience. Specialized Experience: Minimum of 1 year of progressively responsible experience in a retail, call center, or other related sales environment performing duties aligned with those of the position being filled.