E-Commerce Order Processing & Customer Service Representative
Description:
Position Purpose: Responsible to take care of day to day operations of all E-Commerce Activities and to process internet and phone sales
Essential Functions and Basic Duties:
- 1. Upload new seasonal catalogues and collateral material onto the online store.
- 2. Update website as necessary with price adjustments, inventory levels and any other changes needed.
- 3. Maintain and purchase a block of product listings as assigned by Management
- 4. Respond to customer queries (primarily by phone or e-mail).
- 5. Review and complete all website orders.
- 6. Enter all orders into the order entry system (DDI Systems).
- 7. Follow up with the Shipping Department to ensure all orders shipped.
- 8. Update the website for all order shipping details and tracking information.
- 9. Process requests for returns, ensure merchandise is returned, process credits and ensure inventory records are accurately adjusted.
- 10. Track web analytics and provide reports to marketing.
- 11. Work with third party developers to improve website as needed.
- 12. Forward potential web customer to a Sales Manager.
- 13. List and creating new products entries on Website and any other sales channels
- 14. Track inventory levels and recommend adjustments.
- 15. Enter purchases for Markson sales from Plastic Express or other approved vendor as needed.
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16. Prospect for sales to schools over the phone for up to one hour per day.
Performance Measurements:
- 1. Monthly internet sales meet monthly targets
- 2. Customer Feedbacks All issues and/or complaints resolved
- 3. Product Listing quality maintain at an acceptable level according to site and company requirements
- 4. Management Evaluation.
Qualifications - Desired Skills & Experience:
- 1. High school education or equivalent.
- 2. Prefer 1 year experience in a similar position.
- 3. Experience in retail is an asset.
- 4. Customer service oriented and great attitude.
- 5. Excellent time management skills.
- 6. Ability to work within a fast pace environment.
- 7. Excellent problem solving skills.
- 8. Basic computer skills, including Excel.
- 9. Experience with online shopping Amazon in particular is a plus.
Physical Activities and Requirements of This Position:
- 1. Speaking: Must be able to convey detailed instructions or ideas accurately and quickly in English
- 2. Hearing: Able to hear average or normal conversations and receive ordinary information.
- 3. Visual Abilities: Visual acuity necessary to prepare or inspect documents and products, or operate typical office equipment with correction if needed.
- 4. Physical Strength: Sedentary Work; sitting most of the time. Exerts up to 20lbs of force occasionally
Working Conditions:
- 1. Temperature controlled office environment with minimal warehouse exposure.
- 2. May require some local or domestic travel.
Mental Activities and Requirements of This Position:
- Reasoning Ability:
- Ability to deal with a variety of variables under only limited standardization Ability to interpret various instructions
- Able to interpret a variety of technical instructions and can deal with multiple variables.
- Mathematics Ability:
- Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.
- Able to perform very simple algebra
- Language Ability:
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Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias in English.
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Ability to prepare in English memos, reports, essays using proper punctuation, spelling, and grammar.
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Ability to communicate vocally in English, distinctly with appropriate pauses and emphasis; correct punctuation and variation in word order using present, perfect, and future tenses