E-Commerce Customer Experience Specialist
2 weeks ago
We are seeking a highly skilled and customer-focused E-Commerce Customer Experience Representative to join our team at Benjamin Moore. As a key member of our Customer Experience team, you will be responsible for providing exceptional customer service to our internal and external customers through various digital channels.
Key Responsibilities- Provide concierge-level customer service to our customers, ensuring a white-glove level of service that drives customer loyalty.
- Act as the voice of Benjamin Moore, representing our brand and values in all interactions.
- Stay up-to-date on all platforms used to conduct digital sales and online customer interactions.
- Provide expert information to customers on orders, delivery, product availability, pricing, and promotions.
- Support retailers with their online activities and serve as an oversight for end-customer programs involving pick-up-in-store elements.
- Handle customer inquiries and complaints, resolving issues or escalating them as necessary.
- Utilize CRM to capture contact information and feedback.
- Embrace change and apply new training knowledge on a regular basis.
- Meet individual monthly business targets and team service level goals related to incoming and outgoing calls, emails, and chat.
- Prioritize and manage multiple tasks simultaneously in an office environment with aggressive deadlines.
- Handle overflow requirements for retailer order processing.
- Minimum of 2 years of customer contact center experience or consumer goods direct support preferred.
- Service-oriented mindset and ability to make every guest feel valued.
- Previous SAP and SAP Commerce/Hybris experience preferred.
- Demonstrated ability to prioritize and perform multiple tasks.
- Good organizational skills, detail-oriented, and self-starter.
- Excellent verbal, written, and telephone communication skills.
- Basic knowledge of Windows, MS Office Suite, and Internet Explorer required.
- Ability to work in a team environment.
- Ability to work occasional overtime and weekend shifts required.
- Effective problem-solving skills.
- Expertise in contact center operations, software, and processes along with internal tools and operating systems.
- Basic product knowledge.
- Understanding of the retail paint business.
- Ability to analyze situations and identify opportunities for success.
- Effective decision-making and problem-solving skills.
- Self-motivated and driven.
- Effective time management skills.
- Flexibility in adapting to changing situations.
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Flanders, New Jersey, United States Benjamin Moore Full timeAbout the RoleAt Benjamin Moore, we're seeking a highly skilled E-Commerce Customer Experience Representative to join our team. As a key member of our Customer Experience team, you'll be responsible for providing exceptional customer service to our internal and external customers.Key ResponsibilitiesCustomer Service: Provide concierge-level customer service...
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