E-Commerce Customer Service Specialist

Title: E-Commerce Customer Service Specialist

Reports to: E-Commerce Manager

Department: Retail

Location: 2768 E Paris Ave Grand Rapids, MI 49546

FLSA: Full-Time Non-exempt

Primary Responsibilities:

• Communicate with e-commerce customers in all stages of the buying journey.
• Monitor support email and ticketing system for multiple e-commerce platforms.
• Assist customers with creating organizational accounts and tax-exemption status.
• Answer phone calls and voicemails with online order questions/issues.
• Offer basic assistance in placing online orders.
• Communicate with customers regarding order issues, adjusting and processing orders accordingly.
• Print, coordinate, and process e-commerce orders as needed.
• Process returns for e-commerce orders.

Other tasks not on this list may be assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each duty listed above satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong attention to Detail - Job requires being careful about detail and thorough in completing work tasks, yet with flexibility to serve the customer well.
• English Language - Knowledge of the structure and content of the English language including the ability to understand and communicate information in both oral and written formats.
• Adaptability/Flexibility - Job requires being open to change and to considerable variety in the workplace, being able to flex from one task to another throughout the day.
• Tools & Technology - Working knowledge of Microsoft Office applications and an ability to navigate e-mail, Internet, database and inventory management software, web platform software. This position requires a high level of comfort with computer software and the ability to learn and thrive on different platforms.
• Sociability - Ability to provide outstanding service to others and work with co-workers in a friendly non-competitive environment.
• Software - Familiarity with retail and/or e-commerce applications such as Shopify is a plus.