Customer Service & E-Commerce Associate

About the role

The Customer Service & E-Commerce Associate plays a crucial role in managing customer interactions and order processing. This position involves creating a positive customer experience by responding to inquiries promptly and accurately, performing order-related activities, and assisting with other customer service functions.

Responsibilities

• Purchase Order and customer account management; processing orders and invoices with accuracy
• Developing rapport and ownership with key accounts/contacts
• Accurately and ongoingly auditing orders
• Completing assigned tasks and projects
• Creatively resolving customer inquiries, concerns, and answering questions via email and occasionally by phone
• Becoming an expert on the Eco-Products product line, responding to customer questions and presenting replacement products based on state bans/restrictions
• Researching and resolving order issues in collaboration with Logistics and Accounting departments
• Create and manage Return Merchandise Authorizations (RMAs) 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

• 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 willing to respond to customer inquiries
• Independent problem solver with the ability to deliver results
• Exceptional communication skills, both written and verbal
• Excellent time management and prioritization skills
• Ability to handle and process confidential information

Benefits

Novolex offers comprehensive and competitive benefits that include medical, dental, and vision insurance, as well as a variety of other well-being resources focused on mental, physical, and financial health. Specific benefits and well-being programs may vary depending on your location. Additionally, Novolex encourages community engagement and provides opportunities for training and development.