Ecommerce Customer Care Consultant

Reference:
16024
Division:
Salary:
Per Hour

Job description

KPI’s:              

  • Answering Inbound Calls and making Call Backs
  • Management of Magento (Fraud Checks, Manual Order Placements, Refunds)
  • Management of Ecom Mailbox
  • Management of Ecom Returns
  • Providing Product Knowledge to our Consumers
  • Management of small selection of Wholesale Accounts
  • General Administration

RESPONSIBILITIES

  • Inbound Calls/Call Backs - Receives and makes calls to our end consumers. 

Advises on order status, available inventory, shipping/tracking and general queries.

  • Management of Magento – Magento is our Ecommerce platform, The Ecommerce Customer Care Consultant is responsible for all aspects of this platform, from order checks, processing manual orders, completing Fraud Checks with customer call backs and processing refunds.
  • Management of Ecom Mailbox – Manages and maintains our Ecom Mailbox, responding to our consumer customers enquiries, including but not limited to order enquiries, stockiest enquiries, delivery tracking, refunds, returns, faulty products and complaints.
  • Management of Ecom Returns – Advising our consumers of how to return their order through our online return portal, assisting any consumers if they cannot create a return, investigating any lost returns with our warehouse and processing manual refunds where necessary.
  • Providing Product Knowledge – Where necessary provide our consumers with product knowledge, training will be provided.
  • Management of Wholesale Accounts – Managing a small selection of Wholesale Accounts, Processes and maintains orders received from customers. Manages and maintains the open order book of business.  Including but not limited to sending sales order confirmations, communicating backorders, duplicate orders and late production and other sales order issues. Receives and makes relationship-building calls to agents, wholesalers, retailers and consumers.  Advises on backorders, available inventory, shipping / tracking and general queries. Works with customers and sales agents / team to efficiently and effectively manage returns and warranty requests.  Issues and follow through R/A numbers to authorize returns and arrange efficient transportation back to the Distribution Centre.
  • Customer Relations - Regularly maintains and ensures accurate customer account record contact, routing, ship to, buyer information in the company’s ERP system.

Education/Experience / Abilities:

  • One to two years related experience and/or training; or equivalent combination of education and experience.
  • Extensive experience in telephone-based computer service role, preffered, with telephone skills for both Ecom and problem-solving functions.
  • Prior experience in a multi-tasked call center or customer service environment.
  • Intermediate skills in Excel, experience and proficiency with customer service / order entry software systems, basic skills in standard office software such as Word, Outlook, etc.  are required. 
  • Prior experience with computer data entry.
  • Magento experience would be an advantage
  • Ability to work in a fast-paced and sometimes stressful environment.
  • Ability to multi-task, priortize and toggle between several screens with ease.
  • Ability to identify opportunities that “fall outside the square” and to initiate action to take advantage of those opportunities.
  • Ability to work independently and in a team as a positive, flexible team player.
  • Ability to maintain a positive and pleasant attitude with customers at all times.
  • Demonstrates a positive view of role of service to our customers.
  • Ability to solve problems efficiently, quickly and with empathy for customer issues.
  • Industry knowledge of footwear or consumer soft goods, a plus.

You must be confident and enthusiastic with a willingness to learn and to work hard. You need to be confident in using excel and to have good communication skills. You must be able to prioritize and complete tasks to a strict time scale.

Thank you for your interest in this position. It is with regret that we are unable to respond personally to each individual application due to the high volume of CVs we receive on a daily basis. However, your CV and application for this role will be reviewed by one of our qualified consultants within the next 48 hours. If you do not hear from us within this time period, you have unfortunately been unsuccessful on this occasion.

We hope you will apply for future roles that we advertise regularly on this website. However, to keep up to date with all our recruitment activity, please follow us on Twitter, like us on Facebook and check out our vacancy page on our website.

Smart Moves Recruitment is an Equal Opportunities Employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

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Smart Moves
51 Clarendon Road,
Radius House First Floor,
Watford, Hertfordshire,
WD17 1HP

Tel: 01908 308788
Fax: 01908 308780
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