Description

REPORTS TO: ECOM Customer Service Manager.

BASED AT: 303A University Drive East, College Station, TX 77840

JOB SUMMARY

Add value to the company by providing support to all areas of the Ecommerce department on an ongoing, as-needed basis. They will be knowledgeable about our products so that they are able to provide product information with accuracy and efficiency while being able to resolve any emerging problems that our customers might face. They should also be knowledgeable about fulfillment processes and so are cross-trained in all Ecommerce areas.

Key Responsibilities, Skills and Attributes

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Serve as a member of the Ecommerce Department in accordance with our core values.

• Perform all duties associated with service to our customers and website in a professional manner.

• Serve as a member of the Customer Service Team in accordance with our core values of Adaptability, Genuine Passion, Gratitude, Integrity, Excellence together and Service.

• Perform all regular duties associated with Service in a professional manner, primarily by answering telephone, email, text and chat features from online customers including complaints and returns.

• Work with Manager to continually improve department processes and customer satisfaction

• Timely perform all assigned tasks, such as: answering the phone and email, processing returns and exchanges, and other tasks as assigned, paying particular attention to following up on all solutions offered to customers.

• Ensure all products are uploaded onto the website in a timely manner, with well thought out and well-written descriptions.

• Communicate any problems that may arise with orders to the customer in a timely manner and offer similar or other products when needed.

• Communicate with other departments as needed professionally and with supervisors about any needs.

• Have a working knowledge of and familiarity with fulfillment processes, such as how to assign, print, and pull orders, and how to print a shipping label as well as the way to properly package an order. 

• Diligently maintain all department policies and procedures

• Support the Internal Audit department in their efforts to improve company processes

KEY SKILLS AND ATTRIBUTES

• Demonstrate winning Customer Service techniques such as empathy, patience, advocacy and conflict resolution.

• Possess strong leadership skills.

• Ability to maintain a positive attitude.

• Possess knowledge of Aggieland Outfitters’ products and customization services.

• Ability to communicate with customers effectively and efficiently.

• Possessing a helpful and approachable attitude, finding enjoyment and satisfaction in building and maintaining strong customer and coworker relationships

PROFESSIONAL EXPERIENCE

• Previous Ecommerce and/or Customer Service experience helpful but not required.

• Familiarity with Shopify, Excel/Google Sheets and Photoshop helpful but not required.