eCommerce Customer Service Representative in Kankakee, Illinois at Gordon Electric Supply Inc

The eCommerce Customer Service Representative seeks to build value for the ecommerce customer by responding to their inquiries, timely and accurately. Over time, the Representative will be able to help a customer through the entire order process, advising on product selection and finding alternative solutions. The rep deescalates customer emotions and resolves issues resulting in a positive outcome.

DUTIES AND RESPONSIBILITIES
1. Maintaining a positive, empathetic, and professional attitude toward customers always.
2. Responding promptly to customer phone and email inquiries regarding order status.
3. Communicating with customers through various channels.
4. Placing calls to vendors to locate and expedite purchase orders.
5. Acknowledging and resolving customer complaints.
6. Processing orders and returns if trained and assigned to do so.
7. Building product knowledge to competently address customer questions.
8. Processing orders, forms, applications, and requests.
9. Keeping records of customer interactions, transactions, comments, and complaints.
10. Communicating and coordinating with colleagues, as necessary.
11. Providing feedback on the efficiency of the customer service process.
12. Remain current on all required trainings as mandated by Gordon Electric Supply.
13. Perform other job and work-related responsibilities, tasks and projects as needed.

QUALIFICATIONS
Job Competencies
• Communicate effectively verbally and in writing – is comfortable and effective in discussing our product lines with customers.
• Ability to stay calm when customers are stressed or upset.
• Quick, proficient decision-making skills.
• Strong capability with basic math.
• Must be detail-oriented and quick paced.

Education, Experience, Credentials
• High School Diploma required
• One-year customer service experience required.
• Valid driver’s license with an acceptable driving record required.