E Commerce Customer Service Rep (Tigard, OR)

  • Location
    Portland, Oregon
  • Job type
    Contract/Temp to Hire
  • Category
    Call Center & Customer Service - Customer Service

Position Summary:

To receive and process requests and concerns in an effective and timely manner for all direct sale consumers while sustaining and promoting the high-quality brand of the company. Duties of Position (Noted Essential Functions*) 1. Receives and responds to inquiries and concerns via telephone, correspondence, email and live chat* 2. Provides a lively first impression and creates personal connections with every customer* 3. Coordinates closely with the eCommerce team in working collaboratively towards a unified eCommerce / direct consumer sales program* 4. Processes orders via phone and online and distributes them to needed personnel* 5. Sends out coupons, samples and catalog requests* 6. Communicates web and customer issues with appropriate departments including Production, Quality Assurance, and Accounting* 7. Processes customer complaints and returns* 8. Performs product reviews with internal team members* 9. Documents required information as well as any additional information needed for each customer inquiry received* 10. Successfully and consistently applies knowledge about company policies, procedures and pricing to best meet customer needs* 11. Processes customer information in maintained company systems in an efficient manner to provide quality service and easily tracked data* 12. Analyzes customer records on computer system, and make any corrections and/or modifications within company guidelines* 13. Contacts customers to obtain missing information or data to ensure complete and accurate records/transactions* 14. Be available for customer support during the customer service hours of operation and work the schedule that is assigned by Director of Consumer Sales 15. Performs other related duties as assigned Knowledge of: Oral Communication Skills Time Management Written Communication Skills Organization Technical Communication Presentation Customer Relations Project Management Professionalism Diplomacy Ability to: ¿ Read, comprehend, and apply knowledge of all regulations and procedures of this position. ¿ Communicate fluently in English with customers, co-workers, vendors and the public in face-to-face settings, or when on the telephone. ¿ Enter data into a personal computer. ¿ Work cooperatively with other Stash Tea employees and the public. ¿ Make numerical calculations (multiplication, division, percentages, addition and subtraction) ¿ Express ideas, including safety protocol, clearly in written English. ¿ Resolve inquiries and complaints expressed by co-workers. ¿ Work within established organizational policies and regulations. ¿ Work safely without presenting a direct threat to self or others. ¿ Work independently ¿ Learn quickly ¿ Multi-task Supervisory Responsibilities None at this time. Working Conditions Office environment; utilization of standard work equipment. Education/Training & Experience ¿ Associate¿s degree or equivalent amount of work experience in customer service, a call center, etc. ¿ MS Office, with strong computer skills in Word and Excel ¿ 10-key data entry ¿ Professionally answering customer inquires and problem solving issues over the phone ¿ Experience with Shopify web software and SAGE X-3 ERP System preferred Certificatons/Licenses Industry certification are preferred, but not required.

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Reference number US_EN_99_024069_11941018