Job Description

Our eCommerce Customer Support Representative acts as a point of contact for all online customers and provides world-class customer service via phone, chat, and email. This position combines data management, reporting analysis, pricing analysis, and marketing trend analysis.

Responsibilities:

• The initial point of contact for Store and Online Customers via phone, chat, email.
• Uses website admin to assist customers with order/product questions.
• Use the Admin of the website to add notes, edit orders, and communicate with eCommerce team, order fulfillment, shipping, and logistics.
• Become a "product expert" to be able to provide answers about products available online and in stores.
• Track orders via UPS and USPS to provide updates to the customer.
• Comply with all C-A-L Ranch Stores policies and procedures.
• Assist with Online returns from customers.
• Assist in adding products to the website via spreadsheet templates.
• Reviews existing data, updates as necessary.
• Assist in collecting product images for the website.
• Create/write content as needed for products that are missing information.
• Works with Vendors on gathering product data for website.

Qualifications:

• Computer Skills: intermediate computer and clerical skills.
• Mathematical Skills: Able to apply basic mathematical concepts such as adding, subtracting, multiplying, dividing, and knowledge of weights and measures.
• Ability to work well in a team environment across different divisions of the company - eCommerce, Operations, Store Support Center.
• Collaborative, team player with a strong work ethic.
• Strong analytical and critical reasoning skills.
• Needs to be proficient in Excel.
• Ability to focus on data for long periods of time.
• Basic knowledge and understanding of data structures.
• Knowledge of basic HTML is helpful.

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