Front Desk Liaison

Description: **Reports To:** Customer Service Manager \& Customer Service Supervisor * **Location:** Charlotte, NC Office \& Warehouse * **FLSA Status:** Non\-Exempt * **Classification:** Full\-Time (Approx. 40 hours/week) **Job Summary** As a Front Desk Liaison at AMain Inc., you are the physical point of contact and welcoming face of our Charlotte, NC facility. This dynamic role acts as a vital bridge between our remote customer service team and on\-site operations. You will greet guests, manage the digital ticket queue, process returns, and support both the distribution center and customer service departments. The ideal candidate is a proactive, detail\-oriented, and highly collaborative team player who brings a welcoming energy to the office. Requirements: **Key Responsibilities** **Front Desk \& Guest Relations** * **Brand Ambassador:** Greet and assist all incoming office guests, projecting a professional, helpful, and welcoming image that reflects company values. * **Administrative Support:** Maintain a clean, organized reception area. Assist with administrative and clerical tasks including filing, labeling, and decorating the front desk area for holidays or company events. * **Order fulfillment for online pick up and walk ins:** Take orders, fulfill, and distribute orders to walk in customers. **Remote Team \& Warehouse Liaison** * **Physical On\-Site Support:** Maintain open communication with remote customer service staff and serve as their on\-site hands in the Charlotte facility. Key tasks include: + Locating, verifying, and adjusting physical inventory within the distribution center. + Measuring, weighing, and verifying physical details of products (such as colors and parts descriptions). + Updating online product descriptions based on physical observations. + Resolving inventory discrepancies and repacking items for sale. * **Carrier Coordination:** Contact shipping carriers to request service adjustments, tracking updates, or address alterations. **Omnichannel Customer Support** * **Queue Triage:** Efficiently monitor, organize, and prioritize customer inquiries within Zendesk, MS Outlook, and MS Teams. * **Inquiry Resolution:** Read, analyze, and resolve customer issues via email, live chat, and phone calls in compliance with company policies. * **Order \& Account Management:** Input customer orders, investigate account issues, resolve product inquiries, and issue refunds or credits as authorized. **Fulfillment \& Returns Logistics** * **Order Fulfillment:** Pull, double\-check, pack, and distribute customer orders within the warehouse to support same\-day shipping goals. * **Returns Processing:** Receive, inspect, and process physical customer returns following RMA guidelines. **Ad\-Hoc \& Secondary Duties (As Needed)** * Contact customers directly to resolve return discrepancies. * Assist with warehouse quality control and packaging of in\-house brand products. * Participate in cross\-departmental train