ECommerce Customer Support Specialist and Office Coordinator

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PRIMARY FUNCTIONS: The eCommerce Customer Support Specialist is a front-line position that engages with our customers. This position is responsible for handling customer inquiries and concerns related to product purchases, both online and offline.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

· Customer Interaction

o Work with our third-party customer support team to ensure that customer inquiries are answered promptly, either via phone, chat, email, or social media, in a friendly, professional, and accurate manner.

o Assist customers with order completion, order tracking, product information and warranty claims.

o Proactively address and resolve customer concerns to ensure a positive customer experience.

· Order Management

o Assist customers with order modifications, cancellations, and returns.

o Work closely with Warehouse team members on any customer shipping issues or replacement item needs, including returns, missed shipments, late shipments, and lost shipments.

o Monitor inventory on accessories and replacement items and work with our in-house demand planning team and our eCommerce team to ensure that items have sufficient inventory.

· Product Knowledge

o Develop a deep understanding of our products and stay updated on new releases and features.

o Educate customers on product specifications and proper product usage.

o Work with the digital marketing team to be aware of upcoming promotions and website events.

· Technical Support

o Provide basic support to customers encountering issues with our websites.

o Escalate complex issues to the eCommerce team.

· Communication

o Communicate customer issues to the appropriate internal teams.

o Collaborate with those teams to implement changes based on customer suggestions and feedback.

· Other

o Manage general office needs, ordering basic supplies, office events, etc.

o Answer incoming calls, greet visitors and carriers.

QUALIFICATIONS:

· Proven experience in eCommerce customer support, preferably with a D2C eCommerce company

· Experience with product support software such as ZenDesk, FreshDesk, Gorgias or another platform

· Experience with an eCommerce engine such as Shopify, Big Commerce, or WordPress

· Experience with Microsoft Office, including Word, Excel and Outlook

DESIRED PERSONAL CHARACTERISTICS:

· Excellent communications skills, empathy in dealing with customers, computer skills and a passion to ensure that our customers are satisfied

· Pleasant, friendly and helpful telephone manner and able to “think on feet” when dealing with callers.

· Customer service oriented “can do” approach to work.

· Reliable, energetic, proactive, detail-oriented person with a positive attitude.

· Superior organizational skills, time management and accuracy.

· Excellent people skills.

EDUCATION:

Bachelor's degree, preferred

Job Type: Full-time

Pay: $20.25 - $36.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person