Office and Administration
E-Commerce Customer Service Rep
Westland Distributing is currently hiring for the position of E-Commerce Customer Service Representative. This role is focused on delivering best-in-class customer service for our online retail customer base.
The Right Candidate
We are a scrappy team who thrive on hustle, creativity, and critical thinking. The right candidate for this role will be comfortable learning quickly on the job and demonstrate excellent customer service skills and attention to detail. Our product mix and average sale price requires a high-touch customer service experience. A successful customer service representative will gain a deep knowledge of our product mix and be able to educate the customer about the product(s) they need, directing them to the one(s) that best fit their needs. They should also be skilled at closing the sale, helping convert the shopper to a customer with an experience that engenders trust and generates repeat business.
Primary Duties and Responsibilities
Respond to incoming customer service-related inquiries (product education, order inquiries, custom quotes, etc.)
Work with customers to resolve all order-related issues (returns, refunds, damaged shipments, etc.)
Possess a sales-oriented mentality, focusing on converting browsers into customers
Validate incoming orders (addresses, product selection, etc.)
Communicate with warehouse personnel to ensure shipment SLAs are met
Team up with Purchasing Manager to ensure timely fulfillment of all drop-ship orders
The right candidate will possess a high level of aptitude (demonstrated by previous career experience) in
the following areas:
Team Player: Communication and coordination with both internal and external teams is a key aspect of this role. The right candidate will be able to demonstrate the ability to work effectively in a team setting to achieve desired outcomes.
Excellent Verbal and Written Communication Skills: This role requires frequent communication with both external customers and internal team members. Excellent email and phone communication skills and etiquette are a must.
Experience working with remote teams: We operate a network of fulfillment centers across the country. The right candidate will be experienced in communicating well and building rock-solid relationships within remote teams.
Previous experience in a customer-facing service role
Strong working knowledge of Microsoft Office Applications (Word, Excel, Outlook)
Experience with Re:Amaze, Zendesk or other customer service ticketing system, Sage 100 or other relevant ERP systems a plus
Spanish-speaker a plus
Salary + Benefits:
Growth opportunities within the company