What are the responsibilities and job description for the E-Commerce Coordinator position at Walsworth?
JOB PURPOSE AND REPORT STRUCTURE:
Under the direction of the Customer Service Supervisor, the Customer Service Assistant supports order processing, customer communication, and issue resolution across multiple channels including phone, email, and online platforms. This role assists with order tracking, account maintenance, and troubleshooting customer concerns while maintaining a high level of professionalism and efficiency.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Respond to customer inquiries via phone, email, and messaging platforms regarding order status, shipping, pricing, account setup, and general assistance.
- Assist customers with online ordering, password resets, and account navigation.
- Process orders, returns, and change requests accurately in company systems.
- Document all customer interactions and resolutions in the tracking system.
- Investigate and resolve customer complaints or escalate to higher support when necessary.
- Coordinate with internal departments (Production, Billing, IT, Shipping) to resolve customer needs efficiently.
- Monitor open cases and follow up to ensure timely resolution.
- Assist with maintaining online sales platforms and updating product listings when assigned.
- Perform general administrative tasks such as reporting, file maintenance, and customer record updates.
- Other duties as assigned.
QUALIFICATIONS:
- Strong verbal and written communication skills.
- Ability to handle a fast-paced environment and manage multiple tasks simultaneously.
- Customer-focused mindset with strong problem-solving skills.
- Proficiency with Microsoft Office and ability to quickly learn internal systems.
- Prior customer service or call center experience preferred.
EDUCATION and/or EXPERIENCE:
- High School Diploma or equivalent required.
- One (1) year of customer service, call center, or order support experience preferred.
PHYSICAL DEMANDS:
- Must be able to sit or stand for extended periods while using a computer and phone.
- May be required to lift or move materials up to 10 lbs.
WORK ENVIRONMENT:
- Office or call center environment.
- May require occasional extended hours to meet deadlines.