1st Shift ECommerce Customer Service 8am-5pm M-F

Key Responsibilities:

• Contribute to a positive team environment by exhibiting mutual respect, actively participating in team meetings, sharing knowledge and insights, and assisting colleagues when necessary.

• Respond promptly and professionally to customer inquiries via various communication channels with a focus on first contact resolution.

• Document and maintain accurate records of customer interactions, inquiries, feedback, and resolutions in the CRM|ticketing system.

• Listen attentively to customers’ concerns, empathize with their situation, and provide appropriate solutions or assistance to resolve their issues effectively.

• Identify patterns or trends in customer feedback, inquiries, or complaints and provide feedback to relevant teams to improve products, processes, or services.

• Identify potential leads through the CRM|ticketing system and the ecommerce sales to facilitate increased business.

• Have a positive attitude and a great work ethic.

• Communicate with honesty and tact to all stakeholders.

Specific Tasks (not limited to the following):

• Create and issue customer orders using the inventory management software, ensuring accuracy and timeliness in order processing.

• Respond to customer issues via tickets, phone, and email logging and resolving them in a timely manner while providing excellent customer service.

• Develop a comprehensive understanding of the Koken ecommerce platforms to effectively assist customers and provide accurate information.

• Provide weekly status to target customers ensuring that they are provided with necessary information.

• Communicate with customers, providing order confirmation and regular updates on the status of their orders, ensuring transparency and satisfaction.

• Gain knowledge of hand tool inventory and monitor stock levels, ordering additional items as necessary for order fulfillment.

• Manage backorders efficiently, prioritizing and fulfilling them as stock becomes available, and notifying customers of unexpected delays.

• Complete EOS rocks and to-dos as requested.

Desired experience:

• Experience in a sales or customer service position

Work hours

This position follows a Monday through Friday schedule from 8:00 am to 5:00 pm, with occasional weekend work as required.

Please send resumes to Monique at [email protected] or call/text at (978) 914-1790.

Job Types: Full-time, Temporary

Pay: $24.50 per hour

Ability to Commute:

• Westford, MA 01886 (Required)

Work Location: In person