E-commerce Customer Service Team Member

d.b.a. Aggieland Outfitters

Ecommerce Customer Service Team Member

REPORTS TO: ECOM Customer Service Manager.

BASED AT: 303A University Drive East, College Station, TX 77840

JOB SUMMARY

Contribute to the company's success by providing ongoing, as-needed support across all areas of the Ecommerce department. Demonstrate in-depth knowledge of our products to accurately and efficiently provide product information and resolve customer issues. Additionally, possess a strong understanding of fulfillment processes and undergo cross-training in all Ecommerce functions to ensure seamless operations.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Serve as a member of the Ecommerce Department in accordance with our core values.
• Serve as a member of the Customer Service Team in accordance with our core values of Adaptability, Genuine Passion, Gratitude, Integrity, Excellence together and Service.
• Perform all regular duties associated with Customer Service in a professional manner, primarily by answering telephone, email, text and chat features from online customers including complaints and returns.
• Work with E-Commerce Assistant Manager to continually improve department processes and customer satisfaction
• Timely complete all assigned tasks, including answering phone calls and emails, processing returns and exchanges, and other duties as assigned, with a strong focus on following up on all solutions provided to customers.

• Ensure all products are uploaded onto the website in a timely manner, with well thought out and well-written descriptions.

• Communicate any problems that may arise with orders to the customer in a timely manner and offer similar or other products when needed.
• Communicate with other departments as needed and with supervisors about any needs.
• Maintain familiarity with fulfillment processes, such as how to assign, print, and pull orders, and how to print a shipping label as well as the way to properly package an order. 
• Maintain all department policies and procedures
• Support the Internal Audit department in their efforts to improve company processes

KEY SKILLS AND ATTRIBUTES

• Demonstrate winning Customer Service techniques such as empathy, patience, advocacy and conflict resolution.
• Possess strong leadership skills while having a positive attitude.
• Possess knowledge of Aggieland Outfitters’ products and customization services.
• Ability to communicate with customers effectively and efficiently.
• Possessing a helpful and approachable attitude, finding enjoyment and satisfaction in building and maintaining strong customer and coworker relationships