What are the responsibilities and job description for the eCommerce Customer Service Representative position at Wondfo USA?
Job Title: eCommerce Customer Service Representative
Location: Bolingbrook, IL
Employment Type: Full-Time
Job Summary:
We are looking for a motivated and customer-focused Customer Service Representative to join our eCommerce team. This role combines customer support and light sales engagement. The ideal candidate will have a background in customer service or a similar role, with the ability to handle inquiries, upselling when appropriate, and build positive relationships with customers across multiple platforms.
Key Responsibilities:
- Phone Support:
Answer inbound calls from customers, resolve issues, and offer suitable solutions or product recommendations to enhance customer experience. - Email Communication:
Respond promptly and professionally to customer emails, addressing order issues, product questions, and general inquiries. - Marketplace Messaging:
Manage and respond to customer messages on e-commerce and social media platforms - Issue Resolution:
Investigate and resolve customer concerns related to orders, returns, product usage, and shipping in a timely and courteous manner. - Sales Engagement:
Identify opportunities to promote additional products, cross-sell, or provide value-added recommendations during customer interactions. - Recordkeeping:
Document interactions and feedback accurately using internal systems and tools
Qualifications:
- 2 years of customer service experience, preferably in an e-commerce or retail environment
- Excellent communication skills, both written and verbal
- Proven ability to solve problems and de-escalate customer concerns
- Strong multitasking and time management skills
- 1 year of experience in inside sales, upselling, or account management is a plus
Benefits
- Competitive Salary
• PTO / Sick Time
• 401(K) Regular & ROTH
• Medical, Dental, and Vision Insurance
• Employer Sponsored Life/AD&D Insurance with the option for Voluntary Life/AD&D Buy -Up
• Employer Sponsored Short Term Disability Insurance (except for CA)
• Employer Sponsored Employee Assistance Program
About Us
Wondfo Biotech Co., Ltd, located in Guangzhou China, is a world renowned rapidly growing POCT manufacturer specializing in diagnostic reagents and equipment of IVD realm. Founded in 1992 and owning more than 34 years R&D experience, Wondfo Biotech has established one R&D center in San Diego, two branches in Chicago and nine additional global offices now. Wondfo’ s products have been distributed to over 120 countries, supplying over 136,800 healthcare institutions, and benefiting 2,895,780,000 people worldwide. Wondfo Biotech is devoted to making the world a better place by providing innovative POCT products. We have received CE certificates, FDA certificates, FSC certificates, ISO 9001:2008 and ISO 13485:2012 quality system certification.
Salary : $44,000 - $49,000