Job description
Our client is looking for an E-Commerce Customer Service Associate who will assist and coordinate general inbound/outbound customer service inquiries. Some essential duties include answering customer service phone calls, responding to email inquiries, live online chat support, tracking customer service case issues, and processing returns & exchanges.
•Overseeing the daily operations of order processing & customer service tickets
•Project managing & coordinating various projects with vendors and suppliers
• Manage overall day-to-day ecommerce customer service tickets, phone calls or visits
• Manage multiple platforms including the company customer service software, email & social media.
• Manage product & inventory management via ERP software
• Handle inbound/outbound customer service phone calls
• Process customer orders & payments over the phone
• Respond to email inquiries
• Answer and respond to customer messages & comments on company's social media pages
• Track & follow up with customer service case issues
• Provide live online chat support for customer assistant
• Process returns & exchanges
• Data Entry in Excel and ERP software
• Order Processing
• Communicate with executives and warehouse staff for order fulfillment
• Scanning/Copying/Faxing/Emailing
• Paper filing
• Other general administrative tasks as required
•Performing other duties as assigned
Qualifications & Required Skills:
• Prior ecommerce experience
• Prior customer service experience
• Prior retail experience
• Prior merchandising experience
• Prior administrative assistant experience a plus
• Strong attention to detail
• Highly organized and efficient
• Ability to manage and diffuse difficult or emotional customer situations, and respond promptly to customer needs.
• Ability to learn quickly and be adaptable
• Ability to meet commitments accurately and proficiently
• Oral communication- speaks clearly and professionally in positive or negative situations
• Written communication- writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.
• Willingness to be part of a team environment
•Proficient in Email, Outlook, Word, Excel
•Experience with Zendesk, Shopify+, Shipedge, Loop Returns, Netsuite
