E Commerce Customer Care Representative - Full-time / Part-time

Level

Job Location

Position Type

Education Level

Salary Range

Travel Percentage

Job Shift

Job Category

Statement of Purpose

Provides support to the customers of the E-commerce Order Processing Program.

Business Communications

• Employees in Other Divisions Occasionally
• E-Commerce Customers Continually
• NIB & SourceAmerica Associated Agency Personnel Continually
• Third Party Vendors and Contractors Continually

Education

High School degree required; associates degree preferred from an accredited university or college. An equivalent combination of education and experience is also acceptable.

Training and Specialized Knowledge

Knowledge of principles and processes for providing customer and personal services is required. This includes: customer[WA1] needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Requires exceptional organizational, and communication skills. Job requires being reliable, responsible, and dependable, and fulfilling obligations. MS Office suite including MS Excel, Word and Outlook intermediate to advanced proficiency required. Previous experience working with basic accounting concepts and familiarity with accounting software is helpful. Experience/background with Oracle is highly desirable but not required. Proficient in use of adaptive technologies including JAWS with Open Book and/or Zoom Text magnifier.

Core Competencies

Accountability Communication Skills Ethics/Integrity

Customer Care Job Knowledge/Technical Skills

Experience

Two years of customer service experience in an E-commerce call center or retail environment; two years data entry and/or order processing experience.

Travel

Occasionally

Specific Duties and Responsibilities

• Processes manual orders through the Oracle platform and administers electronic orders when necessary.
• Answers customer calls and provides resolution for order status, order and product complaints, product return authorization, product information, current pricing to include RFQ, and answers questions pertaining to the E-commerce Program.
• Coordinates with NIB associated agencies, SourceAmerica CRPs, and wholesalers on order status and tracking information of shipments.
• Promptly greets customers via telephone to assist customers with website registration, order processing, product information, pricing, shipping information, and general e-commerce program information.
• Reviews, accepts and processes manual orders received by email, and fax from customers placed by GSA Regional buyers, TSA buyers, and other channels. Performs purchase order reconciliation as necessary.
• Addresses customer complaints by researching, responding, and following up with customers in a timely manner. Issues are forwarded to supervisor if they cannot be resolved at the immediate level.
• Coordinates with wholesalers, NIB agencies, and SourceAmerica CRPs on orders and shipment status. Obtains tracking info from UPS/FedEx and motor carriers as necessary. Provides Proof of Delivery (POD) upon request from customer.
• Provides invoices via email or fax to customer upon request.
• Judges when specific issues require additional assistance or should be elevated to management. Promptly informs supervisor of customer complaints for resolution.

This job description does not imply that these are the only duties to be performed by this employee. The incumbent in this position will perform such other tasks as may be required for the effective operation of the Division/Department upon the request by his/her supervisor.

NIB IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

NIB is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.