Job Description

Our growing business is looking for a skilled problem solver to join our team as an E-Commerce Customer Service Representative. We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company’s policies and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. Must maintain a positive attitude with the ability to multitask in an ever-growing, fast-paced environment. Must be efficient while maintaining a high level of accuracy and ultimately offering the highest level of service to all our customers. The right candidate will strive to contribute new ideas to help continue the growth within our company.

KEY RESPONSIBILITIES:

• Provide the highest level of customer service and product support via phone, email, and webchat
• Answer phone lines while working on multiple tasks concurrently
• Use multiple web and data interfaces for order inquiries and processing
• Provide appropriate solutions & alternatives for questions/concerns within company guidelines
• Provide product recommendations for out-of-stock items
• Maintain organized records and data entry for customer service-related requests
• Work with the team to stay updated on product knowledge and marketing promotions
• Process returns, issue refunds, and make adjustments to orders
• Ability to gauge, adapt, and respond to different types of customers
• Positive attitude, operational know-how, team spirit, and commitment to the job
• Must be reliable with good attendance and punctuality
• Work with Management to stay informed of any changes in company policies
• Provide suggestions to improve the company’s products and procedures

This role will report to the Operations Manager with whom you will work directly on a day-to-day basis, but duties will span cross-functionally, and certain projects will support other functional leaders.

QUALIFICATIONS:

• 1 – 2 years of experience working with E-commerce data and order systems such as: Shopify, Returnly, Gorgias, CRM Databases (Full Circle), etc.
• Experience working with Social Media platforms such as Facebook and Instagram a plus
• Experience with PC required. Microsoft Outlook, Word, and Excel
• Experience with answering phones, emails, chat, and working on multiple platforms
• Required to remain professional and courteous with customers at all times
• Experience with analyzing customer needs and understanding their requests for customer satisfaction.
• Have excellent written and verbal communication skills – bilingual is a plus
• Ability to prioritize, manage tasks and work independently
• Team player who can collaborate and works well with others
• Flexible availability to work holidays and weekends
• Fast and accurate keyboarding skills
• Positive, can-do attitude with strong initiative and follow-through
• Utmost character, honesty, and transparency to accurately represent our brand ethos.

Company Description

Since 1958, AFTCO has set the standard for fishing tackle and performance driven technical apparel. We are passionate about our products, time on the water, giving back to the resources, and most importantly our employees. We believe strongly in taking our brightest employees and advancing their careers. We offer a comprehensive benefits package. We are a family-owned and operated company that offers a small, casual, and friendly workplace. We host company events such as family picnic, holiday party, and annual safety BBQ. In addition to offering a generous benefits package, we also offer profit sharing and an employee discount program.