Job Description

E-Commerce Helpdesk Associate

The E-Commerce Helpdesk Associate is the frontline representative of our e-commerce platform, interacting with customers via phone, email and other communication channels. In this role, you'll focus on the quality of the customer experience, working closely with the store teams to ensure a seamless shopping experience for the customer. Your primary responsibility is to provide exceptional customer service, assist with inquiries, offer helpful solutions, assist with call-in orders, respond to customer complaints, process refunds, and troubleshoot problems.

Minimum Qualifications

Must be at least 18 years of age with a high school diploma or equivalent.

Must be able to read, write and speak English proficiently.

Have a strong customer service orientation, focused on the quality of the customer experience.

Strong communication skills, both verbal and written.

Possess proficient knowledge of e-commerce. Knowledge of in-store operations preferred.

Proficient with computer applications, including Microsoft Office and data entry.

Successful completion of pre-employment/promotion drug screen and or criminal background check. Timeline must fall within company guidelines.

You are extremely organized and exceptionally detail oriented, with the ability to multi-task.

You can operate autonomously and have a "get stuff done" mentality.

You have a passion for cross-functional collaboration and alignment.

Responsibilities

Handle incoming calls, emails and chat messages, providing professional and courteous assistance. Address questions, concerns and feedback promptly and efficiently.

Order Management: Assist customers with placing, modifying, or canceling their grocery orders. Ensure accurate order entry and payment processing.

Possess in-depth knowledge of our products, promotions, and services to effectively direct customers.

Troubleshoot and resolve customer issues related to order fulfillment, payment, delivery, and other inquiries. Collaborate with other departments when necessary to provide prompt solutions.

Address and de-escalate customer complaints or dissatisfactions professionally, aiming to turn a negative experience into a positive one.

Identify and escalate priority issues to the appropriate resource.

Maintain clear and effective communication with customers and team members, ensuring all information is accurately conveyed and documented.

Follow company policy and best practices for e-commerce operations (i.e. completing the check-out process, providing refunds/credits to customers).

Collaborate with other helpdesk associates to share knowledge and best practices, fostering a collaborative work environment.

Work with the other teams (accounting, IT, sales, etc.) to stay up-to-date on the day to day business operations.

Practice the "Golden Rule" and work well with all associates as a team.

Work in a style that is Respectful, Supportive, and Team-oriented (RSTO).

Any other duties as assigned by the department manager or Director of E-Commerce.

Physical Demands: (per work day)

Never 0%

Occasionally 1-33%

Frequently 34-66%

Continuously 67-100%

Standing: Frequently Surface type: Tile/Carpet

Walking: Frequently Surface type: Tile/Carpet

Sitting: Continuously

Carrying: Occasionally Up to 25 lbs.

Pushing: Occasionally Up to 200 lbs.

Lifting: Occasionally Up to 30 lbs.

Pulling: Occasionally Up to 200 lbs.

Climbing: Occasionally Height: 6 ft.

Balancing: Frequently

Stooping: Occasionally

Kneeling: Occasionally

Crouching: Occasionally

Handling: Continuously

Fingering: Continuously

Bending: Frequently

Feeling: Continuously

Crawling: Never

Reaching: Continuously Level: Waist/Overhead

Talking: Continuously

Seeing C

Hearing: Continuously

Smelling: Frequently

Job location: Corporate Office or Retail stores

Working conditions: Environment involved is Inside Outside Cold Heat Wet/Humidity

Occasional work outside for special events.

Safety risk factors:

Never 0%

Occasionally 1-33%

Frequently 34-66%

Continuously 67-100%

O Loud noise

C Twisting of back and neck

O Slippery floor surface

O Cluttered floor surface

N Hazardous equipment (Mechanical moving parts)

O Contact with sharp objects

O Contact with skin irritant

N Toxic exposure (See material data safety sheets)

O Nuisance dust, fumes, sprays

O Hazardous cleaning solutions

Schedule: Varied Day Evening Weekend Holidays as required

The above is intended to describe the essential and supplemental functions of this job. It is not to be construed as an exhaustive statement of all supplemental duties, responsibilities, or non-essential requirements.

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