eCommerce Customer Service Associate

Ecogreen America is based in Pleasanton CA, United States. We are a dynamic ecommerce team in the Bay Area. Ecogreen America was founded in 2009, and we specialize in artificial grass and hedge devoted to producing the highest quality, eco-friendly grass products for better landscaping solutions. Motivated by searching for beautiful and sustainable grass alternatives. We pride ourselves in being a hardworking, results-oriented group that strives for a corporate culture that champions integrity, flexibility, kindness, and fun. Join us!

Job Description Overall responsibility:

Interact with customers (via phone, email, & live chat) to provide and process information in response to inquiries, concerns, and requests about products, services, and online orders. Track orders and serve as mediator between freight and customer.

Main Job responsibility:

• Responding to customer support inquiries as quickly and accurately as possible via phone, chat and email. Manage and track customer orders to ensure accuracy, and timely arrival of online orders (customer account management).

• Actively involved in pre-sales & post-sales support which includes: answering questions (includes: product selection, usage, and troubleshooting), processing returns, order changes, delivery estimates, and other functions related to online orders.

• Evaluating and processing RMA requests for online orders through Netsuite (our CRM system). Documenting product issues, providing customer feedback and generate summarized reports to Product Managers and Operational Departments.

• Proactively manage and maintain high customer satisfaction & logistics metric scores for our online store and Marketplace Channels (Amazon, Houzz, Walmart, Upgrade to see actual info, etc.).

• Data entry/analysis and reporting to support Management Upgrade to see actual infomunicate and coordinating with other internal Operations, and working collaboratively with eCommerce Channel Managers, Marketing, Graphics Team, and Global Product Teams when needed.

• Since we're operating in the online space, our hires will often find themselves with additional projects and tasks assisting the Marketing/eCommerce Channel Sales functions such as: Site content editing and changes (with basic HTML).

• Marketing eCommerce Inventory Management Data entry and sales analysis (in Excel) Writing Standard Operating Procedures for new procedures or processes that help create efficiency for the team.

Qualifications:

• A great personality and a passion for helping customers.
• College degree, type 60+WPM Strong organizational skills Computer literate with the ability to learn customer service software applications (Gorgias, Helpdocs, Aircall, etc.).
• Strong interpersonal, verbal and written communication and listening skills
• Strong attention to detail and accuracy
• Knowledge of consumer electronics products, administrative procedures, customer service principles and practices
• Understanding of basic online retail process and procedures
• Positive, outgoing solution-finder who is able to multitask.
• Communicate well and are comfortable talking to customers on the phone.
• Welcome recent graduates or someone with a strong interest in operating in an eCommerce Marketplace and wants the opportunity to get more exposure and grow in this field.

Please send over your Upgrade to see actual infondidate should be able to report to work from 1:00 AM to 10:00 AM Manila time in our Makati Office to meet all team members and create a fun and high performing culture. Appropriate equipment will be provided.