The eCommerce Customer Service Representative, reporting to the eCommerce Call Center Manager, is responsible for managing accounts in the apparel industry specifically through direct to both schools and consumers. Position is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. The overall responsibilities will function in a call center atmosphere.

Responsibilities include, but not limited to:

• Responds to internal and external phone calls, emails, and/or chats concerning order status, product information and availability, order processing, shipment details, returns and replacement policies, and other relevant customer service issues

• Handles escalated calls from 3rd party call center as Subject Matter Expert (SME)

• Ability to work in a call center environment, maintaining established service level measurements focused on quality customer service

• Receive calls from an automated call distributor system

• Adherence to Workforce Management schedules

• Order entry and maintenance

• Maintain and update customer databases

• Enter information on shared Excel spreadsheets to track data

• Following up on orders with customers or Sales

• Manage and work with internal departments to resolve customer service issues, including mis-shipments, quality control issues, stock shortages, late product for accounts/customers

• Keeps accurate records of all customer interactions and transactions by recording details of inquiries and actions taken

• Delivers exceptional customer service to build customer satisfaction and loyalty

• Provides timely and accurate information to incoming customer order status and product knowledge requests

• Exercise independent judgment and discretion to assure customer satisfaction

• Performs special assignments, including chargeback research

• Support and train new representatives during on-boarding process

Education and Qualifications:

• 3- 5 years’ experience working in a customer service (or similar) role, contact center/office environment

• BA preferred or equivalent work experience

Skills:

• Superb verbal and written communication skills

• Excellent bi-lingual verbal and written skills, highly proficient in both English and Spanish languages

• eCommerce experience a plus

• Must have excellent email demeanor, exuding confidence with a clear and inviting professional tone

• Strong analytical/critical thinking skills

• Excellent computer skills and comfort in navigating multiple systems, including Kibo, proficiency in Microsoft Office programs (Word, Excel) and platforms with an intuitive ability to navigate information systems and different internet browsers

• Excellent time management and organizational skills

• Must be able to prioritize tasks efficiently without direction

• A strong passion for the eCommerce, and a passionate interest in learning about our business and products

• Detail and customer service centric

• Thrive in a fast-paced, high-energy environment, and can cope with the industry's ever-changing pace

• Positive, energetic, and driven to be successful in a challenging and rewarding environment

• Flexible and able to adjust to the quick and demanding changes of the business

• Ability to work well both independently, and in a collaborative and team-oriented environment

Key Competencies:

• Build partnerships – with internal and external customers

• Get results – task focused, meet deadlines, achieve established goals, drive quality service

• Help others – focus on supporting the entire team

• Make things better – take ownership of the Company objectives

Reporting Structure:

• Reports to eCommerce Call Center Manager

• No Direct Reports