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.