Customer Service & E-Commerce Associate

Job Description

The Customer Service & E-Commerce Associate is involved in all facets of customer interactions and order processing, serving as the first point of contact for customers. The primary responsibility is to create a positive experience for every customer by responding to all inquiries diligently and promptly. Equally important, the CSR will perform order-related activities such as order entry from various sources, customer sales support, full life-cycle order management, specific account creation and management, and occasional coverage for team members out of office. The CSR will assist with other customer service functions and sales support activities as requested.

The ideal candidate is a strong and confident self-starter who desires to be part of a small but fast-paced, dynamic, and unique team. Reports To: Customer Service Supervisor

Essential Duties/Responsibilities

• Purchase Order and customer account management; processing orders and invoices with accuracy, developing rapport and ownership with key accounts/contacts
• Perform accurate and ongoing audits of orders
• Complete assigned tasks and projects
• Creatively resolve customer inquiries, concerns, and answer questions by email and occasionally by phone
• Ability to collaborate with multiple teams on projects to maintain daily operations
• Become an expert on the Eco-Products product line, with the ability to clearly and accurately respond to customer questions in addition to presenting replacement products based on State bans/restrictions
• Research and resolve order issues in conjunction with our Logistics and Accounting departments
• Create and manage RMA’s and request Credit memos
• Follow tax compliance procedures as they relate to Tax Exempt customers
• Understand and assist in maintaining the team SOP library
• Participate in other as-needed customer service and sales support activities

Qualifications

• Experience, Competencies and Education: Customer service experience with a solid understanding of Microsoft Suite applications and navigating multiple e-commerce portals
• Desired Education Level: BS/BA degree from a four-year accredited college preferred; or two years related experience and/or training; or equivalent combination of education and experience
• Outstanding customer service ethic with a strong sense of urgency
• Assertive in seeking answers to questions and willingness to respond to customers inquiries
• Independent take initiative to solve problems and deliver results
• Ability to clearly, accurately and appropriately communicate with customers by email/phone
• Exceptional time management skills and prioritization skills
• Excellent problem-solving skills and ability to apply common sense
• Effective interpersonal skills and relationship-building skills
• Ability to work independently and collaboratively to achieve goals
• Ability to multi-task in a fast-paced environment with high degree of accuracy
• Commitment to Excellence, strives to set exceptional performance standards for all tasks
• Understanding customers’ needs and identifying sales opportunities
• Identifying leads for new long-term sales opportunities
• Develop accounts by checking customers’ buying history, suggesting related and new items

Company Benefits

• Comprehensive and competitive benefits that include medical, dental and vision insurance
• A variety of other well-being resources focused on mental, physical and financial health
• Community Engagement: Support for organizations whose missions promote sustainability initiatives or address food and hunger needs
• Training and Development: Constant opportunities for advancement through company and industry training curricula, support for formal education through the Tuition Reimbursement Program (Non-Union), and a Learning Management System that supports and enhances employee skills at all levels of the organization
• Equal Employment Opportunity: Provides equal employment opportunity in all employment practices, including but not limited to selection, hiring, promotion, transfer, and compensation to all qualified applicants and employees without regard to age, race, color, national origin, sex, pregnancy, sexual orientation, gender identity, religion, handicap or disability, genetics, citizenship status, service member or veteran status, or any other category protected by federal, state, or local law