What are the responsibilities and job description for the eCommerce Customer Service Representative position at Wilco?
eCommerce Customer Service Representative
JOB PURPOSE: Deliver on the mission of Wilco, to strengthen agriculture by profitably providing superior customer service.
Job Summary: Work with Wilco’s Marketing, E-Commerce, Customer Care, and Retail Operations team to ensure customers have a positive online customer experience to grow E-Commerce sales and online traffic.
Reports to: Director of Customer Care
Responsibilities:
- Provide support for Wilco’s Store teams to assist them through the eCommerce fulfillment processes.
- Communicate verbally and in writing via email, live chat, social media, and phone to assist customers’ online experience within Wilco Stores' core departments of pet, livestock, lawn & garden, hardware, and work wear sites.
- Process and update orders from designated e-commerce websites as needed.
- Active listening and verbal communication with customers to represent their voice to our internal teams to improve processes, site usability, and help increase website conversion rates.
- Understand ongoing promotions and merchandising team strategies to facilitate the best customer experience.
- Collaborate with internal teams to gather product and company information to address customer inquiries.
- Facilitate the growth of Wilco Family Rewards online-linked accounts and the growth of loyalty programs online.
- Support the Customer Care Team with phone, Zendesk, and email for customer questions and issues.
Skills/Training:
- Ability to work individually and as part of a team.
- Customer service with a focus on problem resolution and building customer loyalty.
- Must have excellent verbal and written skills with an understanding of online reading and product content
- Proficient with MS Office.
- Ability to multitask and handle a fast-paced environment.
- Adapt quickly to technology and process changes based on business needs.
- Maintain composure and a positive work environment.
- Strong attention to detail and good organizational skills to maintain self-sufficient time management.
- Understanding of e-commerce processes.
Experience/Education:
- 3 years relevant experience within an online or related customer service environment
- Background and knowledge of products found in a Farm Store preferred.
Physical Requirements:
- Ability to sit or stand for long periods.
Working Conditions:
- Office indoor environment or remote office environment within a two-hour drive of Mt. Angel, Oregon.
- For remote work, must have an ergonomic workspace free from distractions to accomplish all job functions.
Benefits:
- Medical, dental, and vision health insurance
- Profit Sharing Program - up to 3% of your annual wages
- 401K Retirement Plan with up to 6% Employer Match
- Advancement Opportunities
- Employee Assistance Program
- Referral Bonus - refer a friend or family member
- Long-term disability and Life/AD & D Insurance
- Generous Employee Discount
- Tuition Reimbursement
- On-Demand Pay
Holidays and paid time off.
About Wilco
Dating back to the early 1930s, Wilco, a growing retailer, has stood the test of time by maintaining focus on our values and never losing our passion for customer service. Wilco is progressive and unlike the standard “farm store”. With a variety of departments, including Garden, Pet and Animal Supply, Hardware, Paint, Clothing, and Pet Grooming, partnered with personalized service, our customers consider Wilco a preferred retail destination. Wilco has been named a Top Workplace in Oregon and SW Washington by The Oregonian for 12 years. We are dedicated to our team and attribute this distinction to them. Hiring Veterans / Military Friendly
Wilco is an Equal Opportunity Employer. We recognize and encourage the valuable and enriching contributions that people from all backgrounds and experiences bring to our organization. As a values-based cooperative, we believe all individuals should be treated based on merit without prejudice.
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