What are the responsibilities and job description for the Ecom Associate position at Bike Mart?
The eCommerce Associate is responsible for supporting the entire online shopping journey, from initial browsing to the final delivery. This role requires a detail-oriented individual who can manage multiple tasks simultaneously, providing an efficient and positive experience for customers. The eCommerce Associate ensures accuracy in product listings, order fulfillment, and customer support, all while maintaining clear communication with both customers and internal teams.
Key Responsibilities
- Order Management: Accurately process and fulfill online orders, ensuring timely shipping and delivery to customers.
- Customer Support: Handle customer inquiries, complaints, and returns promptly with a solution-oriented approach, aiming for a positive experience. (Goal NPS - 92)
- Website Optimization: Assist with website updates, product descriptions, and other digital tasks to enhance the online shopping experience.
- Catalog Management: Assist with product creation online. Gathering product information from Used & New products.
- Customer Lead Activation: Assist with reaching out to new and existing customers and ensuring they have all of the gear they need to enjoy life on a bike!
- Communication: Clearly and concisely convey information to customers and internal teams, adapting the communication style to different audiences.
- Attention to Detail: Strong ability to catch and correct errors in product listings, pricing, order details, and inventory counts.
- Accuracy in eCommerce Processes: Ensures accuracy in all eCommerce-related tasks, from updating product information to processing orders.
- Customer Service Orientation: Provides a friendly, helpful, and solution-focused approach to customer interactions, effectively handling inquiries and issues.
- Time Management & Multitasking: Manages multiple tasks simultaneously while maintaining efficiency during busy periods.
- Technical Proficiency: Familiar with eCommerce platforms (e.g., Ascend, Intercom, Google Suite), basic inventory management systems, and customer support software.
- Digital Navigation: Comfortable navigating digital tools for order processing, product updates, and customer communication.
- Effective Communication: Communicates clearly and concisely, both in writing and verbally, adapting to various audiences for easy understanding and actionability.
- Experience with eCommerce platforms, order fulfillment, or similar customer service roles.
- Strong organizational skills, with the ability to prioritize tasks based on urgency and importance.
- Basic technical skills, particularly in using digital tools and software for eCommerce processes.
- Excellent verbal and written communication skills, with the ability to adapt to different audiences.