What are the responsibilities and job description for the E-Commerce Customer Service Representative position at Holderness & Bourne?
Reports to: E-Commerce Customer Service Manager
Employment Status: Full-Time, Onsite or Remote
Summary
Holderness & Bourne is a fast-growing men’s golf apparel brand based in Armonk, New York with a company culture that emphasizes excellence, collaboration and a friendly work environment.
The E-Commerce Customer Service Representative is responsible for handling customer inquiries and concerns related to online purchases. They provide assistance with order tracking and product information. They may also troubleshoot technical issues and process returns or exchanges. In this role, you will also need to be able to navigate various ecommerce platforms and work closely with the marketing and sales teams to ensure customer satisfaction. The ideal candidate will possess strong interpersonal skills, attention to detail, and the ability to prioritize and efficiently execute tasks. We are looking for a team player who will embrace H&B’s vision and core values, be accountable for all timelines and projects, and take pride in providing superior customer service.
Duties & Responsibilities
Respond to customer inquiries and resolve their issues via email, phone, or chat.
Assist customers with placing orders, tracking shipments, and processing returns and exchanges.
Provide product information and recommendations to customers.
Collaborate with other departments, such as shipping, to ensure timely and accurate order fulfillment.
Maintain accurate records of customer interactions and transactions.
Identify and escalate complex issues to supervisor.
Stay up to date with product knowledge to provide excellent customer service.
Continuously improve customer service processes and procedures.
The right candidate will be a team player and excellent communicator who is highly motivated, well organized, and efficient in their time management. The role will be based in our Armonk, New York office with the option of being remote, depending on experience.
Salaries & Benefits
Competitive full-time salary, with the potential for additional performance-based compensation
Salary range of $60,000 - $70,000 depending on experience
401(k) with Company match
Medical / Dental / Vision insurance
Product discounts and other benefits
Qualifications
Prior E-Commerce Customer Service experience
Minimum 2 years of customer service experience
Familiarity with E-Commerce platforms (Gorgias and Shopify)
Experience with SAP preferred but not required
Excellent phone/email communication skills
Strong problem-solving and decision-making abilities
Ability to handle high volume customer interactions
Detail-oriented and accurate data entry
Interested candidates can apply by sending a resume and cover letter to careers@hbgolf.com
Salary : $60,000 - $70,000