Position Title: E-Commerce Support Specialist
Job Identification:
Immediate Supervisor: E-Commerce Manager.
EEOC Class: Administrative Support Worker.
FLSA Status: Non-exempt.
Wage: $17.25
Job Summary:
The E-Commerce Customer Service Specialist is responsible for responding to all facets of customer service within the department while maintaining a professional, and positive attitude via face-to-face, phone, or messaging.
Duties/Responsibilities:
Communicates to managers and supervisors shipping damages, poor packing, incorrect shipping labels, incorrect shipping dimensions and weight, incorrect items shipped, or any other shipping processes not followed.
Communicates to managers and supervisors sorting and listing errors that could improve the ecommerce process.
Communicates to managers and supervisors any negative or positive trends that come through customer communication.
Responds to customer inquiries on all e-commerce platforms including, but not limited to, ShopGoodwill, Ebay, Amazon, Abe Books, and Goodwill Books.
Answers customer service phone calls.
Processes customer returns in a timely manner.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits. Follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents.
File claims with shipping vendors when damage occurs.
Pull items from shelves and answer customer item inquiries.
Give customers information about policies, products, and services.
Take customer orders when necessary.
Provide customers with pick up orders.
Assists in tracking packages.
Provides return labels and refunds customers.
Assist with listing or any other process in the department when necessary.
Performs other related duties as assigned that would lead to successful operation of department, team, and/or mission.
Required Skills/Abilities:
Excellent verbal and written communication skills.
Excellent service and conflict resolution skills.
Ability to speak/read/write proficient English.
Able to perform basic mathematical functions.
Ability to read and perform basic math skills to calculate weights and shipping costs.
Strong knowledge of computer use, familiarity with online sales vendors and related software programs.
Ability to work both independently and collaboratively.
May need to work evenings, weekends, and holidays on a rotating basis.
Excellent time management skills, organizational skills, and attention to detail.
Honesty, integrity, reliability, punctuality.
Thorough knowledge about companys mission and services.
Uphold compliance with all legal, health, and safety guidelines.
Required Experience:
At least two years experience working in customer service.
At least two years experience working in e-commerce.
Physical Requirements:
Free from drug and alcohol abuse.
Stand for up to 8 hours per day.
Visual acuity.
Color vision.
Manual dexterity.
Ability to bend/squat/stoop.
Ability to lift/pull/push 50 lbs.
Environmental Conditions:
Warehouse.
Equipment, machines and tools used:
Computer.
Printer
Phone.
Personal Protective Equipment Used Assigned at orientation/as needed:
Gloves.
Safety belt.
Hand sanitizer (available at worksite)
Disinfectant wipes (available at worksite)
Note: The statements herein are intended to describe the general nature and level of work being performed but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer