E-commerce Customer Service Representative at Rawlings Sporting Goods Company Inc – St. Louis, Missouri

Title: Ecommerce Customer Service Representative
Department: Sales Operations
Reports To: Ecommerce Customer Service Supervisor
Location: St. Louis Corporate Office located in Westport Plaza
Hybrid Work Schedule (3 days in office, 2 days from home)
Status: Non-Exempt

Rawlings Sporting Goods, headquartered in St. Louis, provides the finest quality sporting goods equipment and products to the world's greatest players and to those who simply dream of playing great. Our goal each day is to leverage our brand heritage with the unique talents and passions of our employees to inspire players, coaches, and parents to wear The Mark of a Pro! If you have a passion for baseball and softball, and if you want to help young athletes achieve their dreams by using what the Pros wear, we invite you to join our team! This position is located at our new and improved corporate office in Westport Plaza.

General Overview: The Ecommerce Customer Service Representative puts a strong emphasis on being the direct point of contact for end consumers. Responsible for answering incoming customer requests via phone, email, and chat. Assist customers with detailed product information, payment status, order updates, and shipment process. Work cross functionally with a team of Customer Service Representatives to deescalate situations while providing the best customer experience.

Essential Duties & Responsibilities:

• Ability to quickly dissect customer needs and strategically work to provide the best solutions and actions to resolve customer challenges and create loyalty among the consumer.
• Work closely with E-Commerce to determine solutions for largest challenges customers encounter when interacting with websites.
• Answers incoming customer calls, emails, and chats for all brands. (Rawlings, Easton, Miken, and Worth)
• Initiates both verbal and written outbound correspondence with customers, as needed
• A strong working knowledge of Ecommerce websites (Rawlings, Easton, Miken, and Worth)
• Research and provide detailed technical product specifications and information for all brands to end consumers.
• Assist customers with website processes including payments, discounts, loyalty program, and returns.
• Proactively monitor potential fraudulent order trends.
• Ensures orders are shipped in a timely manner and delivered to the customer providing shipment tracking and Proof of Delivery as requested.
• Assist customers with the return goods process and ensure the proper refund is issued to customers method of payment.
• Communicates with warehouse staff to expedite orders, as needed.
• Manages and monitors open orders and communicates customer updates.
• Communicates with Direct-to-Consumer Marketing team on website improvements.

Knowledge, Skills, Abilities and Education Required:

• 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 verbal communication skills.
• Strong typing and numeric data entry skill 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
• Must be positive solution focused
• Ability to handle escalated customer situations in a calm professional manner
• JD Edwards knowledge preferred, but not required

This job description does not list all the duties of the job. You may be asked to perform other instructions and/or duties. You will be evaluated in part based upon your performance of the task listed in this job description.