Customer Service/ Ecommerce Representative

Title: CUSTOMER SERVICE/ ECOMMERCE REPRESENTATIVE 

Department: Customer Care

Pay Status: Non-Exempt

Reports To: Customer Care Assistant Manager 

JOB SUMMARY

This role will support both customer service and ecommerce. Assisting customers by entering orders, e-mails, calls, and chats. Also handle any issues they may encounter after they order product, such as shipping, receiving, or returning of the product. Responsible for providing quality and efficient customer service to customers both internal and external.

OUR VALUES ARE KEY

• Integrity is key – We are reliable with our words, responsible for our actions and lead with humanity.
• Team, Team, Team – Create a safe, supportive and respectful team atmosphere that generates collaboration, transparency and opportunity for all.
• Customer Connection – We take pride in being the most knowledgeable in the industry. We strive to deliver dependable and trustworthy results in every aspect of the customer experience.
• Take The Long View – As individuals and a team we make strategic choices that support the long-term health of our company, our families and our community.
• Celebrate The Day! – We celebrate the wins each day. We acknowledge each other’s successes.

ESSENTIAL FUNCTIONS

• Frequently required to sit, bend and reach
• Frequently required to type, process information and use fine finger manipulation
• Frequently required to use hands to finger, handle or feel, reach with hands and arms and talk or hear
• Frequently required to process data, read and process information, and complete data entry. 
• Specific vision abilities required for this job include close vision, color vision and the ability to adjust and focus
• Occasionally required to stand, walk, stoop, kneel or crouch

JOB FUNCTIONS

• Answering phone calls from customers
• Assist our customers with any questions they may have via phone, email and chat 
• Process various types of returns
• Processing Orders
• Checking ship dates on orders by contacting the vendors 
• Checking stock & Lead times on Product
• Answer customer chats
• Processing all web-hold orders promptly.
• Communicating with customers on a regular basis as it pertains to issues with orders i.e customer not ordering correct complimented item with product, quantity is not correct, etc.
• Reviewing on-line quotes regularly and following up with customers regarding status of quotes.
• Answer and resolve eStore on-line support phone calls from customers 
• Tracking packages, correcting any issues with package delivery (address change, exceptions, and interceptions) 
• Entering replacement orders 
• Responding to customer e-mails
• Process customer returns
• Lite technical support
• Backup to reception
• Other projects as assigned by manager

JOB REQUIREMENTS

• Excellent verbal and written communication skills
• Strong Microsoft Office knowledge. Profit 21 knowledge a plus
• Minimum of 1 year customer service related experience
• Ability to multi task, prioritize and manage time effectively.
• Ability to maintain an upbeat and positive attitude at all times.
• Strong work ethic.
• Must adhere to all safety and housekeeping policies and guidelines.
• Ability to work in self-directed, fast-paced entrepreneurial environment.
• Highly proficient computer skills including Outlook, MS Word, Excel. 

EDUCATION 

• High School Diploma or GED required
• Associate’s Degree preferred