E-Commerce Customer Experience Specialist

2 weeks ago


Flanders, New Jersey, United States Benjamin Moore Full time
About the Role

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.
Requirements
  • 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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