E-Commerce Customer Service Specialist Position Available In Middlesex, Massachusetts

E-Commerce Customer Service Specialist Blackstone Global – 5.0 Westford, MA Job Details Full-time $23 – $25 an hour 20 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off 401(k) matching Qualifications Bilingual French Sales Customer service English Mid-level Microsoft Office 3 years Phone etiquette Associate’s degree 2 years Full Job Description Role objective: Use your knowledge and experience to help increase the client base and growth of the company through exceptional customer service thereby enhancing the overall customer experience and fostering strong customer relationships.

Key Responsibilities:

Contribute to a positive team environment by exhibiting mutual respect, actively participating in team meetings, sharing knowledge and insights, and assisting colleagues when necessary. Respond promptly and professionally to customer inquiries via various communication channels with a focus on first contact resolution. Document and maintain accurate records of customer interactions, inquiries, feedback, and resolutions in the CRM/ticketing system. Listen attentively to customers’ concerns, empathize with their situation, and provide appropriate solutions or assistance to resolve their issues effectively. Maintain a high level of hand tool product knowledge and stay updated on key metrics, supply chain schedules, and new product offerings to accurately address customer questions and provide accurate information. Identify patterns or trends in customer feedback, inquiries, or complaints and provide feedback to relevant teams to improve products, processes, or services. Identify potential leads through the CRM/ticketing system and the ecommerce sales to facilitate increased business. Communicate with honesty and tact to all stakeholders. Specific Tasks (not limited to the following): Create and issue customer orders using the inventory management software, ensuring accuracy and timeliness in order processing. Respond to customer issues via tickets, phone, and email logging and resolving them in a timely manner while providing excellent customer service. Develop a comprehensive understanding of the Koken ecommerce platforms to effectively assist customers and provide accurate information. Provide weekly status to target customers ensuring that they are provided with necessary information. Communicate with customers, providing order confirmation and regular updates on the status of their orders, ensuring transparency and satisfaction. Gain knowledge of hand tool inventory and monitor stock levels, ordering additional items as necessary for order fulfillment. Manage backorders efficiently, prioritizing and fulfilling them as stock becomes available, and notifying customers of unexpected delays. Complete EOS rocks and to-dos as requested.

Desired experience:

Associates Degree preferably in a business-related field 2-3 years’ experience in a sales or customer service position Understanding of tools is a plus French Speaking a Plus Benefits Quarterly/Annual Bonus(es) for performance Medical/Dental Insurance 3 weeks’ vacation 401K (after 1 year)

Job Type:

Full-time Pay:

$23.00 – $25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off

Shift:

Day shift

Work Location:

In person