eCommerce Customer Service Representative Job Summary: This position works with Wilco's Marketing, Customer Care and Retail Operations team to ensure customers have a positive online customer experience to grow E-Commerce sales and online traffic. Responsibilities:
- Provide support for Wilco's Store teams to assist them through the eCommerce fulfillment processes.
- Communicate in writing via email and live chat, and on phone calls to assist customers' online experience within Wilco Stores core departments of pet, livestock, lawn & garden, hardware and work wear.
- 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 best facilitate the customer's experience.
- Collaborate with internal teams to obtain product and company information to answer customer questions.
- 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 emailed customer questions and issues.
Special 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 need.
- 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 of relevant experience within an online or related customer service environment
- Background and knowledge with products found in a Farm Store preferred.
Physical Requirements:
- Ability to sit or stand for long periods.
Working Conditions:
- This is a Hybrid-Remote position. Work will be conducted in-office from Mt. Angel 2 days per week.
- Remote workers must have an ergonomic workspace, free of distractions.