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