About the Role:
Job Summary: The Customer Experience Representative-Ecommerce provides excellent customer care to customers in a timely manner with an emphasis on providing accurate information, effective communication and issue resolution. You will be the Brand Ambassador for Bulbrite and provide the highest level of Customer Centricity.
Must have EDI and Saleforce expereince. This role can also be in Summerville, SC.
Essential Duties And Responsibilities
- Provides excellent customer care to customers in a timely manner within Ecom.
- Seeks out answers to questions within the materials and tools available.
- Escalates calls as appropriate ensuring a soft transition if an inquiry is beyond scope of knowledge.
- Achieves incoming call goals, KPI's and Metrics
- Maintains product knowledge through training and continuing education.
- Fosters a positive team atmosphere in all functions of Customer Support.
- Maintains a "customer first" attitude at all times.
- Performs other duties as assigned.
- Act as SAP Super User within functional area as assigned.
Qualifications
- High School Diploma or higher.
- 6 months of experience in a customer support role.
- High proficiency with Microsoft Office Suite (e.g., Word, Excel, Outlook);
- Must have Sales Force(CRM) experience.
- Must have Ecommerce portal experience. (Lowes, HD, Wayfair)
- Must have experience with EDI, SPS Commerce, Ecom order management.
- Strong customer service skills through, email, phone & Chat.
- Excellent problem-solving skills;
- Ability to provide customer friendly etiquette;
- Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner;
- Ability to troubleshoot issues, offer accurate information;
- Ability to work independently with a high attention to detail;
- Accurate grammar, punctuation and spelling; and can do attitude;
- Previous experience using SAP or equivalent ERP.
Would be nice to have
- Bachelor's Degree and 1+ year of customer service experience preferred.
- Previous retail, restaurant, or hospitality experience preferred
- Salesforce CRM experience.
Competencies/ People say you are:
- Passionate and Pragmatic.
- Fast-Paced and Methodical.
- Scrappy and Humble.
- Analytical and Anecdotal.
- Inspirational and Present.
- Conceptional and Curious.