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Customer Service

Company: Wilco
Location: Mount Angel
Posted on: January 16, 2022

Job Description:

eCommerce Customer Service RepresentativeJOB PURPOSE: To deliver on the mission of wilco to strengthen agriculture by profitably providing superior customer service. JOB SUMMARY: Work with Wilco's Marketing, Customer Care and Retail Operations team to ensure customers have a positive online customer experience to grow E-Commerce sales and online traffic. Essential Job Responsibilities Include But Are Not Limited To The Following:

  • Provide support for Wilco's Store teams to assist them through the eCommerce fulfillment processes.
  • Communicate in writing via email and live chat, and on phone calls to assist customers' online experience within Wilco Stores core departments of pet, livestock, lawn & garden, hardware and work wear and Hazelnut Growers of Oregon sites.
  • Process and update orders from designated e-commerce websites as needed.
  • Active listening and verbal communication with customers to represent their voice to our internal teams to improve processes, site usability and help increase website conversion rates.
  • Understand ongoing promotions and merchandising team strategies to best facilitate the customer's experience.
  • Collaborate with internal teams to obtain product and company information to answer customer questions.
  • Facilitate the growth of Wilco Family Rewards online linked accounts and the growth of loyalty programs online. Other Responsibilities Include But Are Not Limited To The Following:
  • Support the Customer Care Team with phone, ZenDesk and emailed customer questions and issues.
  • And other duties, responsibilities and/or tasks as assigned. Special Skills/Training:
  • Ability to work individually and as part of a team.
  • Customer service with a focus on problem resolution and building customer loyalty.
  • Must have excellent verbal and written skills with an understanding of online reading and product content
  • Proficient with MS Office.
  • Ability to multitask and handle a fast-paced environment.
  • Adapt quickly to technology and process changes based on business need.
  • Maintain composure and a positive work environment.
  • Strong attention to detail and good organizational skills to maintain self-sufficient time management.
  • Understanding of e-commerce processes. Experience/Education:
  • 3+ years relevant experience within an online or related customer service environment
  • Background and knowledge with products found in a Farm Store preferred. Physical Requirements:
  • Ability to sit or stand for long periods. Working Conditions:
  • Office indoor environment or remote office environment within a two hour drive of Mt. Angel, Oregon.
  • For remote work, must have an ergonomic work space free from distraction to accomplish all job functions.

Keywords: Wilco, Portland , Customer Service, Hospitality & Tourism , Mount Angel, Oregon

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