What are the responsibilities and job description for the E-commerce Customer Service Team Member position at KALCORP ENTERPRISES?
KALCORP ENTERPRISES, INC
d.b.a. Aggieland Outfitters
Ecommerce Customer Service Team Member
REPORTS TO: ECOM Customer Service Manager.
BASED AT: 303A University Drive East, College Station, TX 77840
JOB SUMMARY
Contribute to the company's success by providing ongoing, as-needed support across all areas of the Ecommerce department. Demonstrate in-depth knowledge of our products to accurately and efficiently provide product information and resolve customer issues. Additionally, possess a strong understanding of fulfillment processes and undergo cross-training in all Ecommerce functions to ensure seamless operations.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
- Serve as a member of the Ecommerce Department in accordance with our core values.
- 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 Customer Service in a professional manner, primarily by answering telephone, email, text and chat features from online customers including complaints and returns.
- Work with E-Commerce Assistant Manager to continually improve department processes and customer satisfaction
- Timely complete all assigned tasks, including answering phone calls and emails, processing returns and exchanges, and other duties as assigned, with a strong focus on following up on all solutions provided 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 and with supervisors about any needs.
- Maintain 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.
- 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 while having 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
Qualifications:
FORMAL QUALIFICATIONS
- High school diploma or equivalent preferred.
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.
NOTES
This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Some in-town travel utilizing own transportation may be required