Job Description – Ecommerce Customer Care Specialist

Job Information

The Ecommerce Customer Care Specialist position handles a variety of Ecommercce related tasks, including: handling customer inquiries, resolving customer problems, tracking and logging customer-related information, and interfacing with Partners and other Pattern departments.

Essential Duties and Responsibilities

  • Acts as liaison between customer, manufacturer, and eCommerce platforms including Amazon, Walmart, eBay and others in US and global marketplaces
  • Manage multiple eCommerce marketplace emails, chats, and phone inquiries
  • Monitor displeased customers and work to resolve issues
  • Respond to public customer questions on eCommerce listings
  • Handle customer refunds
  • Monitor customer feedback on eCommerce platforms and work to remove inappropriate feedback
  • Perform other necessary functions and projects as assigned by manager
  • Must work 1 weekend/month and rotational holidays (from home, and Sunday work is minimal)

Qualifications

  • Bachelor’s degree preferred, but not required
  • Customer service experience
  • Effective social interaction, verbal and written communication, organizational skills, and the ability to perform a variety of tasks efficiently
  • Working knowledge of eCommerce platforms, Shopify, and Zendesk are helpful, but not required
  • Type 40+ WPM
  • Computer proficient with MS Office products
  • Strong analytical skills, detail-oriented, self-motivated and proactive
  • Ability to work in fast-paced environment
  • Ability to work on a team
  • High ethical standards and commitment to keep information confidential

Physical Demands

  • Manual Dexterity: Typing or otherwise working primarily with hands or fingers in an office environment.
  • Sedentary work: Lifting, carrying, pushing, pulling, or otherwise moving objects, including computers, papers, and other general office equipment.
  • Seeing: The worker is required to have close visual acuity to perform activities such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.
  • Talking: Expressing or exchanging ideas by means of the spoken word in activities where detailed or important spoken instructions must be conveyed to other workers accurately.
  • Hearing: Perceiving the nature of sounds at normal speaking levels and having the ability to receive detailed information through oral communication, by phone or in person.

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.