Customer Service Representative
4 weeks ago
About Us:
We provide exceptional online shopping experiences for automotive consumers. We value our customers and strive to offer outstanding support and service. We are looking for a passionate and detail-oriented Customer Service Representative to join our eCommerce team and help us achieve our mission.
Job Overview:
As a Customer Service Representative, you will be the primary point of contact for our customers, handling inquiries, resolving issues, and providing information about our products and services. You will play a key role in ensuring customer satisfaction and building positive relationships with our clientele across our Direct-to-Consumer (DTC) site, eBay, and Amazon marketplaces.
Key Responsibilities:
Customer Interaction: Respond promptly and professionally to customer inquiries via email, chat, and phone.
Order Management: Assist customers with order placements, track shipments, process returns and exchanges, and handle refunds for our DTC site, eBay, and Amazon marketplaces.
Marketplace Expertise: Manage and resolve customer issues specific to eBay and Amazon platforms, including handling feedback, reviews, and disputes.
DTC Site Management: Oversee customer inquiries and issues related to our DTC site, including order tracking, product information, and website navigation assistance.
Product Knowledge: Maintain a comprehensive understanding of our products, services, and policies to provide accurate information and recommendations.
Feedback Collection: Gather customer feedback from the DTC site, eBay, and Amazon, and report trends or recurring issues to the management team to help improve our processes and offerings.
Documentation: Record interactions, transactions, and feedback in our customer relationship management (CRM) system and ensure accurate records on eBay, Amazon, and our DTC site.
Team Collaboration: Work closely with other departments (e.g., Sales, Shipping, and Inventory) to ensure a seamless customer experience.
Continuous Improvement: Stay updated with new product releases, service updates, and changes in eBay and Amazon marketplace policies, as well as DTC site functionalities, to better serve our customers.
Qualifications:
Experience: Previous experience in customer service, preferably in an eCommerce or retail environment, with specific experience in managing eBay, Amazon marketplace interactions, and DTC site management.
Communication Skills: Excellent verbal and written communication skills with the ability to handle sensitive situations with empathy and professionalism.
Solving: Strong problem-solving abilities with a proactive approach to resolving issues, including those specific to eBay, Amazon, and our DTC site.
Technical Proficiency: Familiarity with eCommerce platforms (such as Shopify, Magento, or WooCommerce,), CRM systems, and experience with eBay and Amazon seller tools. Knowledge of DTC site management is essential. Knowledge of Volusion is a plus.
· Ability to create FBA shipments into Amazon.
Detail-Oriented: High attention to detail and accuracy in handling orders and customer data.
Adaptability: Ability to adapt to changing priorities and work in a fast-paced environment.
Team Player: Collaborative spirit with the ability to work effectively within a team.
Education:
High school diploma or equivalent; additional education or certifications in customer service or related fields is a plus. B.S. Preferred.
Benefits:
Competitive salary
Health, dental, and vision insurance
Paid time off and holidays
Opportunities for professional growth and development
Employee discounts and perks
How to Apply:
Interested candidates should submit their resume and a cover letter detailing their relevant experience.
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