Customer Service and Order Processing Specialist (e-Commerce)

POSITION OVERVIEW

The Customer Service and Order Processing Specialist is responsible for processing inbound and outbound orders from all ecommerce sales marketplaces, ensuring all orders are shipped and delivered timely as well as assisting customers with their inquiries by responding to emails and chat, regarding questions about their orders. This position also requires processing the return merchandise authorizations according to company policy.

Essential Functions

• Monitor all incoming orders from both retail and wholesale channels through various 3rd party ecommerce platforms and systems ensuring all orders are captured and processed in a timely manner.

• Collaborate with the wholesale team to receive, validate, and manage all required paperwork for wholesale orders ensuring accurate and timely processing

• Review and translate requirements and instructions of the routing guides from our ecommerce customers/platforms correctly and accurately to the Warehouse Team as a liaison ensuring the warehouse follows the routing guide, packing and shipping all orders with accuracy and neatness.

• Resolve customer service requests which include issues with orders, product returns, and product replacements ensuring that 100% customer satisfaction is obtained throughout the process.

• For all customer service requests received, document all pertinent information; i.e. issue, transaction(s), and result into NetSuite and any other required database system.

• Manage incoming inquiries from customers and business marketplace channels through the message portal utilizing the chat functions.

• Manage incoming product returns from various business marketplaces per company policy and marketplace channel terms and agreements.

Specifications/Qualifications

• High school diploma or GED equivalent.

• 1-2 years' experience providing customer service, preferably online utilizing email and/or chat.

• At least 1 year of relevant working experience in the logistics department.

• Must be able to use a computer efficiently; Google Suite and MS Office. Must know MS Excel at a basic level.

• Must be able to clearly and accurately communicate by articulating ideas and expressing thoughts both verbally and in writing with a service-oriented mentality, especially in email.

• Must be able to demonstrate attention to detail.

• Able to demonstrate strong problem-solving skills and promote building strong effective relationships.

• Ability to exercise empathy in dealing with customers demonstrating a high level of professionalism, courtesy, friendliness, and patience.

• Must be able to exercise great time management skills and dependability.

• Must be a quick learner, able to ask questions, and be a good notetaker.

• Ability to discern and follow written and verbal instructions, policies, and procedures.

Physical/Mental Requirements and Work Environment

This position is primarily sedentary working in front of a computer in an air-controlled environment. Frequent use of eyesight, fingering, and ability to sit for long periods is required.

WHAT WE OFFER

• Wage: $19-20/hour

• Medical, dental, vision benefits

• Paid holidays, vacation, and sick time

• 401(k) retirement plan with company matching

• Employee discount on toys that make you smile and smarter!

Equal Opportunity Commitment

Volcus, LLC is an equal opportunity employer and promotes equal opportunity for all employees and applicants. In doing so, we comply with local, state, and federal laws and regulations to ensure an equal employment opportunity for everyone. We don’t discriminate in employment opportunities or practices on the basis of race, ancestry, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, citizenship, military service obligation, veteran status, or any other basis protected by federal, state or local laws. Our policies and personnel practices are intended to ensure that all of us are treated equally with regard to recruiting, hiring, advancement, and our decisions on employment are made to further the principle of equal employment opportunities for all employees.