Job Title: eCommerce Customer Support Specialist
Reporting To: Director of eCommerce
Hours of Work: 40 hours per week. Usual working hours are 8:00 am to 5:00 pm, Monday to Friday. There may be a requirement from time to time to start work earlier or finish later as the role dictates.
Duties and Responsibilities
- Responsible for assisting customers with their online orders, including placing the order, tracking shipments, and processing returns or exchanges
- Be able to provide solutions to customer inquiries promptly via email, phone, or chat
- Resolve customer issues, including order discrepancies, billing problems, and product defects, with empathy and efficiency
- Navigate various e-commerce platforms and work closely with the e-commerce team to ensure customer satisfaction
- Provide product information and recommendations to customers, taking the opportunity to upsell when appropriate
- Provide basic technical assistance for online shopping platforms, including password resets and account issues
- Collaborate with other departments, such as shipping in the warehouse and billing with the accounting team, to ensure timely and accurate order fulfillment
- Maintain accurate records of customer interactions and transactions
- Identify and escalate complex issues to senior representatives or supervisors
- Gather customer feedback to improve products and services, and report recurring issues to management
- Stay up to date with product knowledge and industry trends to provide excellent customer service and make appropriate product recommendations
- Educate customers about product features, warranties, and after-sales support
- Meet and exceed customer satisfaction goals and performance metrics
- Continuously improve customer service processes and procedures
Requirements for Position
- 4+ years of experience in a customer service or administrative role
- Excellent communication skills, both written and verbal, and a customer-focused mindset
- The ability to prioritize multiple projects, tasks, and deadlines with rigorous attention to detail
- Experience with e-commerce platforms (like Shopify) is a plus, adaptability and willingness to learn how to effectively use the e-commerce platform is a must
- This person will play a key role on the Hotel & Restaurant Supply team and there is the opportunity for growth in both e-commerce and beyond
- Collaboration with colleagues in a dynamic customer service environment
- Computer proficiency with Excel, Word, Outlook, and Teams software experience
- Strong problem-solving and decision-making abilities
The above job description is designed to give an overview of the tasks and responsibilities for this position. This position will evolve and grow over time to meet practice and market demands. The selected individual will be expected to embrace such changes and rise to the challenge of developing their skills over time.
Job Type: Full-time
Pay: $35,000.00 - $45,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Vision insurance
Shift:
Weekly day range:
Work setting:
Ability to Relocate:
- Jackson, MS 39209: Relocate before starting work (Required)
Work Location: In person