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Job Title:                  Customer Service Representative (CSR)

Reports To:              Assistant Manager of The MARINE Shop

Department:            The MARINE Shop (TMS)

FLSA Status:           Non-exempt

Date:                          August 2019

The Marine Corps Association & Foundation (MCA&F) is the professional Association for all US Marines.  Founded in 1913, MCA&F 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&F 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 CSR position (20-30 hours/per week) to assist the Assistant Store Manager with day-to-day operations by delivering exceptional customer service.  The CSR 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&F 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&F 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&F 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