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Consumer Relations Representatives

Consumer Relations Representatives

Brand/Group 
eCommerce
Job Locations 
US-IN-Richmond
Job Function 
eCommerce
Min. Exp.(Yrs) 
1
Type 
Full Time

More information about this job

Overview

GENERAL FUNCTION

The eCommerce Customer Service Representative communicates with ecommerce customers by e-mail, telephone or letter regarding their online orders and order placement in the ecommerce environment. To work to resolve any issues, keeping both the customer's and the company's best interest in focus, and to serve in a public relations function as the initial contact point for customers. The eCommerce Customer Service Representative communicates with non-ecommerce consumers by letter or telephone, regarding issues of unsatisfactory performance by the product.  To work to resolve any issues, keeping both the customer's and the company's best interest in focus, and to serve in a public relations function as the initial contact point for customers.

Responsibilities

PRIMARY DUTIES

  1. To answer customer inquiries as quickly and efficiently as possible through active listening techniques, creative problem solving and building a positive rapport for Wolverine Worldwide with the customer.
  2. To take appropriate steps to follow through with the customer until their issue is resolved by placing initial and replacement orders, providing return instructions, and processing online credits.
  3. To work through ecommerce order processing functions daily such as blocked orders, EDI 850 exceptions, express orders, lost orders, e-mail address issues, expired credit card issues, and purged credit card issues.
  4. Research potential fraud cases daily to determine if an online order is legitimate.
  5. Partner with the Distribution Center via a shared returns log that is updated and worked daily to make sure customer exceptions are being addressed and resolved through to completion.
  6. Partner with the corporate ecommerce team to resolve any backorders.
  7. To account for any expenditure outside of the ecommerce environment for customers by preparing cash refund checks/issuing appeasements and maintaining the supporting information for auditing purposes.
  8. To work internally with associates to help meet or exceed the customer's service expectations.
  9. To model Wolverine Worldwide vision, mission and values.
  10. Performing duties consistent with the Company’s AAP/EEO goals and policies.
  11. Performing other duties as required/assigned by manager.

 

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

The eCommerce Customer Service Representative is responsible for all customer calls. These include but are not limited to, calls regarding online orders and general consumer calls.  He/she should be able to identify new areas of concern regarding performance of the website, determine trends, demands, and needs of our ecommerce business, as well as work to solve any current customer problems.  He/she must be able to accomplish a number of tasks while remaining available for phone contact.  This individual must be able to resolve issues from a Wolverine Worldwide perspective.  He/she must be able to remain calm and professional while engaging in stressful interactions. The eCommerce Customer Service Representative must be available to work a flexible schedule to include Saturday and/or Sunday, and evenings during the week.

 

The Ecommerce Customer Service Representative must have the ability to be empathetic to customer concerns and knowledgeable about customer demands. Excellent verbal and written communication skills are a must, as well as creative problem solving skills and the ability to follow through with solutions in a timely manner.  A thorough understanding of the computer programs used as tools to assist and service the customer is required.  A high school diploma or equivalent is required (some college preferred).  At least one year of customer service experience is required. 

 

The Ecommerce Customer Service Representative acts independently within established policies on all customer interactions. He/she exercises reasonable judgment and rational thought processes to solve problems quickly and creatively, while protecting the company's interest, and maintaining a positive relationship between Wolverine Worldwide and the customer.

 

The Ecommerce Customer Service Representative is accountable for maintaining an ethical standard regarding the customers’ private information; CCM, CyberSource, and SAP, department checking accounts; and other appeasement options. He/she is also accountable to Wolverine Worldwide for decisions made regarding sensitive legal issues when handling potential liability cases.

 

WORKING CONDITIONS

Normal office environment.

 

Committed to a diverse workforce we are an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled)