Ecommerce Customer Service Representative at Rawlings Sporting Goods Company Inc – St. Louis, Missouri

Rawlings is looking for a positive and professional Customer Service Representative to join our growing team. In this role, you act as the first point of contact for customers and are responsible for delivering a best-in-class customer experience.

General Overview: The E-Commerce Customer Service Representative puts a strong emphasis on being the direct point of contact for end-consumer customers. Responsible for internal and external customer communication through multiple interfaces (phone, email, live chat). Assist customers with detailed product information, payment status, order updates, and shipping updates. Work cross functionally with a team of CSRs to deescalate situations while providing the best customer experience.

Duties and Responsibilities:

• Detect areas for improvement and lead the implementation by analyzing situations to provide the best solutions and actions to resolve challenges and create loyal customers.

• Work closely with multiple departments to determine solutions and improvements for consumer challenges.
• Manage internal and external communication through multiple interfaces to provide best in class customer service, including phone, email, and live chats.
• Initiates both verbal and written outbound correspondence with customers, as needed.
• Expert user of company E-Commerce website functionalities and capabilities for all four brands (Rawlings, Easton, Miken, and Worth) to assist customers with website processes including order processing, payments, discounts, loyalty program and returns.
• Work closely with Product Line Managers to attain a high level of expertise within all company product offerings.
• Research and provide detailed technical product support and assistance for all brands.
• Proactively analyze potential fraudulent payment trends.
• Directly impact the execution of the E-Commerce business to adhere to the company sales goals.
• Ensure orders are processed and shipped in a timely manner to meet customers’ delivery expectations.
• Lead root cause analysis process based on common challenges and lead the projects.
• Manage and monitor returns process to ensure payment refunds are issued meeting the customers satisfaction.
• Have a strong process to work closely with the warehouse staff to expedite orders, investigate inventory issues, and provide solutions.
• Lead some key departmental metrics and lead improvements required based on key reports to ensure financial results.
• Proactively analyze E-Commerce order book to meet monthly, quarterly, and yearly sales goals.

Knowledge, Skills, and Abilities:

• Bachelor’s Degree or comparable work experience
• Strong analytics skills to evaluate reports and data to make strategic decisions.
• Ability to work cross-functionally across multiple departments within the organization.

• Strong written and verbal communication skills.

• Strong typing and numeric data entry skills required.
• Proficiency using Microsoft Office applications (Outlook, Word, Excel)

• Excellent organizational skills with strong attention to detail.
• High level of professionalism and positive people-interface skills.

• Must have an enthusiastic personality with a strong passion for baseball/softball.
• Strong ability to multi-task utilizing multiple computer systems.
• Ability to prioritize to meet high priority deadlines.
• Must be positive solution focused.
• Ability to handle escalated customer situations in a calm professional manner.

• JD Edwards knowledge preferred, but not required.

LANGUAGE SKILLS

Must be able to comprehend customer service reports and documents. Possess the ability to speak clearly to customers or employees within the organization. Strong writing skill required.

MATHEMATICAL SKILLS

Strong math aptitude with the ability to calculate discounts and percentages.

ANALYTICAL ABILITY

Ability to apply strategic thinking along with numeric analysis to resolve problems. Decipher problems involving several variables. Execute written and verbal requests. Prioritize workload based on sensitive requests. Use to solve problems and determine action plans.