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[NUS] Ecommerce Customer Service Representative

3 months ago

Lake Forest, United States Nidecker Group Full time

Nidecker Group is seeking a full-time E-commerce Customer Service Representative For the brands Etnies, ThrirtyTwo, Es, and Emerica. This role is the main point of contact for customers of all brands. The Ideal E-Commerce Customer Service Rep prides themselves on their excellent customer service skills as well as efficiency in performing tasks independently in a fast-paced environment. This person must be able to implement and uphold our policies and procedures, solve issues quickly, work efficiently, and be able to respond to customer inquiries in a timely manner while offering exceptional customer service. This role can include tasks related to customer retention marketing, digital marketing, Amazon order processing and management, E-commerce site management and operations, seasonal product data loads and maintenance, site merchandising, coordination of asset creation and customer service management. Tasks Manage a large amount of incoming phone calls, emails and chat messages related to product inquiries, warranty claims and E-commerce in a professional, timely manner Process sales orders, returns, refunds, and defects Work with logistics and carriers to correct any shipping issues Reimburse customers for any short shipment orders Approve/ decline possible fraud orders put on hold by our system Update customer service pages on the websites to reflect correct policies and procedures Assist E-commerce Customer Service Lead with any other tasks or issues Requirements Experience with Netsuite, Shopify and a CRM a plus 2+ years of relevant industry work experience, preferably in action sports retail/e-commerce Able to type 60 words per minute Knowledge of products, as well as the skate and snowboard industry a plus Excellent written and verbal communication skills Ability to multi-task, prioritize, and work under pressure Ability to work in a multi-brand environment Must be available during peak season, October through January #J-18808-Ljbffr