Customer Service Representative - Ecommerce

Job Description

Job Title: Customer Service Representative - eCommerce

Summary

This position is responsible for ensuring outstanding customer satisfaction through effective communication and efficient handling of customer inquiries. Responsibilities include assisting phone and eCommerce customers with sales of used, new, and rebuilt parts/equipment. This role requires a strong commitment to providing exceptional service and the ability to thrive in a fast-paced environment.

Essential Duties and Responsibilities

• Develops a strong understanding of the eCommerce platforms.

• Participates in the completion of Ecommerce orders, including sourcing of parts.

• Develops the knowledge for the calculation of freight; both small package and LTL.

• Understands the companies order fulfillment processes.

• Responds to warehouse notices when inventory exceptions are received.

• Responds to Ship Confirm notices when inventory exceptions are received.

• Monitors eCommerce email error messages.

• Understand eCommerce performance Metrics.

• Coordinates with eCommerce Supervisors daily priorities.

• Coordinates with Counter Assistants for customer returns of parts and/or core.

• Answers Customer Communications from ecommerce platforms.

• Performs all other duties as assigned.

• Complies with the requirements of the company's ISO 9001 Quality Management System (when required).

Physical Requirements

• Ability to stand, climb, bend and kneel on an occasional basis.

• Prolonged periods of sitting at a desk and working on a computer.

• Regular manual dexterity/coordination: hand/eye movements, motor control.

• Regular visual effort: concentrated reading of documentation or close viewing of computer displays.

• Able to push, pull and lift up to 50lbs. on an occasional basis.

Required Education/Experience/Skills

• High School graduate, or equivalent work experience.

• 1-3 years previous sales experience with eCommerce, preferably with an agricultural company.

• Intermediate knowledge of agricultural equipment.

• Proficient computer knowledge including e-mail, Word, and Excel software.

• Strong writing skills in order to draft responses to customers.