E-Commerce Customer Service Coordinator

Roche Bros Wellesley , MA 02482

Posted 3 months ago


Provide customer service support for the call-in service \ helpdesk of the E-Commerce Department. The responsibilities include taking inbound and outbound calls in a timely manner for all call-in orders.

Communicating any specific order details with Shopping Manager and tracking all orders from start to finish. Recording daily calls and order totals. The Call-In Service Clerk will take advice and direction from the E-Commerce Customer Service / Marketing Manager and or E-Commerce Coordinator and or Director of Ecommerce.

Minimum Qualifications

Must be at least 18 years of age. Must have a High School Diploma or equivalent.

Must be able to read, write and speak English proficiently. Must have the ability to understand and follow English directions. Proficient with computer and Microsoft applications.

Self-motivated individual with strong organizational skills. Excellent oral and written communications skills. Must be detail oriented with the ability to work in a fast paced, multi-task, dead-line driven environment while being courteous and friendly to all.

Ability to work with people of various backgrounds, personality traits and levels of authority to accomplish department and Company goals. Pleasant, out-going, self-motivated personality. Demonstrate capability to interact with customers politely and professionally Managing large amounts of inbound and outbound calls in a timely manner Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Must be comfortable and proficient in using the Roche Bros. online ordering web-site.



Responsible for all incoming calls to the call center. Tracking of all daily order totals.

Responsible for communicating any order details to the Shopping Managers. Track the list of all call-in customers to ensure that every customer transaction is handled accordingly. Process all call-in orders through the checkout process. Responsible for knowing all weekly sale prices and items to better serve our customer's needs and answer any questions they may have.


Assist management with reviewing and resolving any customer complaints in a timely manner. Must be able to communicate any issues, problems, challenges and complaints to the appropriate manager.

Provide general clerical support to the E-Commerce and Marketing Department. Any other duties as assigned by Management or the Company.


Must have a High School Diploma or equivalent. Proficient with computer and Microsoft Office applications.

Excellent oral and written communication skills. Must be able to identify and correct problems.

Physical Demands: (per work day)

Never (N) 0%Occasionally (O) 1-33%Frequently (F) 34-66%Continuously (C) 67-100%1. Standing: F Surface Type:

Tile/Concrete/Carpet2. Walking: F Surface Type:


Sitting: C 4. Carrying: O Up to 25 lbs.5. Pushing: O Up to 50 lbs.6.

Lifting: O Up to 25 lbs.7. Pulling: O Up to 50 lbs.8. Climbing: O 9.

Balancing: N 10. Bending: O 11. Kneeling: O 12.

Crouching: O 13. Handling: F 14. Fingering: C 15.

Feeling: O 16. Crawling: N 17. Reaching: O Level:


Talking: C 19. Seeing: C 20.

Hearing: C 21. Smelling: N

Call-In Assistant

Job Location: (Corporate Office)

Work Conditions: Environment involved isX Inside Outside Cold Heat Wet/Humidity

Safety Risk FactorsNever (N) 0%Occasionally (O) 1-33%Frequently (F) 34-66%Continuously (C) 67-100%1. Loud Noise N 2.

Twisting of back and neck O 3. Slippery floor surface N 4. Cluttered floor surface N 5.

Hazardous equipment (mechanical moving parts) N 6. Contact with sharp objects N 7. Contact with skin irritant N 8.

Toxic exposure (See material data safety sheets) N 9. Nuisance dust, fumes, sprays N 10. Hazardous cleaning solutions N

Schedule:Varied X Day Evening Weekend Holidays

Machines, tools, equipment, etc

All office equipment including: personal computer, company network, copy machines, and printers.

The above is intended to describe the essential and supplemental functions of this job. It is not to be construed as an exhaustive statement of all supplemental duties, responsibilities or non-essential requirements.

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E-Commerce Customer Service Coordinator

Roche Bros