Job Description

POSITION SUMMARY

The ECOMMERCE CUSTOMER SERVICE ASSOCIATE assists and coordinates general inbound/outbound customer service inquiries. Some essential duties include answering customer service phone calls, responding to email inquiries, live online chat support, tracking customer service case issues, and processing returns & exchanges.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

•Overseeing the daily operations of order processing & customer service tickets

•Project managing & coordinating various projects with vendors and suppliers

• Manage overall day-to-day eCommerce customer service tickets, phone calls, or visits

• Manage multiple platforms including the company's customer service software, email & social media.

• Manage product & inventory management via ERP software

• Handle inbound/outbound customer service phone calls

• Process customer orders & payments over the phone

• Respond to email inquiries

• Answer and respond to customer messages & comments on company's social media pages

• Track & follow up with customer service case issues

• Provide live online chat support for customer assistant

• Process returns & exchanges

• Data Entry in Excel and ERP software

• Order Processing

• Communicate with executives and warehouse staff for order fulfillment

• Scanning/Copying/Faxing/Emailing

• Paper filing

• Other general administrative tasks as required

•Performing other duties as assigned

•Assisting with BYLT retail operations & events

QUALIFICATIONS & REQUIRED SKILLS:

• Prior eCommerce experience

• Prior customer service experience

• Prior retail experience

• Prior merchandising experience

• Prior administrative assistant experience a plus

• Strong attention to detail

• Highly organized and efficient

• Ability to manage and diffuse difficult or emotional customer situations, and respond promptly to customer needs.

• Ability to learn quickly and be adaptable

• Ability to meet commitments accurately and proficiently

• Oral communication- speaks clearly and professionally in positive or negative situations

• Written communication- writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.

• Willingness to be part of a team environment

•Proficient in Email, Outlook, Word, Excel

•Experience with Zendesk, Shopify+, Shipedge, Loop Returns, Netsuite

•This is a full-time position working out of the Irvine, CA HQ

Company Description

BYLT Basics is a fast growing eCommerce Retailer. We are actively searching for new talent. Please be on the lookout for new opportunities.