Goodwill Industries of Southeastern Wisconsin

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Ecommerce Customer Support Representative

at Goodwill Industries of Southeastern Wisconsin

Posted: 5/22/2019
Job Reference #: *C70EC8B56CF1DD94

Job Description

Requisition Number
19-0612

Post Date
5/21/2019

Title
Ecommerce Customer Support Representative

City
Racine

State
WI

Description
This is a part-time role.

The Customer Service Representative works with the Ecommerce department and it's customers. Maintaining relationships and resolving customer complaints and issues. They will have a full knowledge of our Ecommerce department and the selling platforms we utilize.

PRINCIPAL DUTIES:
1. Project and Change Management: Effectively plans and manages own work to reliably complete routine job responsibilities and special assignments. Follows through on learning, skill building, and practice necessary to adapt to change.
2. Problem Solving: General supervision, with work regularly reviewed by manager or senior coworker. Uses technical skills and knowledge to manage day-to-day tasks.
3. Technical Skill: Practical, working knowledge of tasks, responsibilities, policies and procedures. Able to learn and apply new concepts.
4. Community Engagement: Serves as an ambassador for Goodwill in the wider community. Participates in volunteer opportunities as schedule and interest permit.
5. Support Ecommerce and maintain effective communication between customers and production personnel through effective written and verbal communication.
6. Make recommendations to Ecommerce management based on customer service interactions for refunds, returns, and partial credits through email and marketplace websites.
7. Analyze, interpret and act on customer inquiries regarding a broad range of subjects including but not limited to: orders, order status, pricing, item descriptions, inventory and shipping/receiving.
8. Effectively communicate in written and/or verbal form special customer instructions.
9. Utilize PC and software accurately and communicate between different seller platforms.
10. Able to creatively negotiate and solve problems on both an internal and external basis.
11. Ability to coordinate information relative to several different customers at the same time in order to satisfy individual customer production needs utilizing various marketplaces
12. Follows safety procedures, uses PPE as needed and uses proper body mechanics when performing each task.
13. Responsible for completing other duties/responsibilities as assigned.


Requirements
REQUIREMENTS:
1. Two years’ of college education or experience equivalency.
2. Computer skills with a functional knowledge of word processing and how to use email and internet software.
3. Must be able to function independently in a work setting.
4. Work varied schedule and flexible hours.

CORE CULTURAL COMPETENCIES:
1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.
2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.
3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.
4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.
5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.
6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

PHYSICAL/SENSORY DEMANDS:
Regularly lifts and/or moves up 10 pounds, frequently lifts and/or moves up to 20 pounds, occasionally lifts and/or moves up to 50 pounds. Moves about to accomplish tasks. Lift: Raises objects from lower to higher position or moves objects horizontally. Stoop, kneel crouch or crawl: Positions self to retrieve objects. Reach: Extending upwards or downwards to retrieve objects. Worker is subject to weather conditions (hot, humid, dry, cold etc.). Required to stand for long periods of time. Required to hear and respond to warning devices on equipment. Vision required for while using computer keyboard and work with written and electronic information and to assess product and warehouse operations, dexterity to handle and inspect product.

Equal Opportunity Employer