Sole Technology Inc. is seeking a full time Ecommerce Customer Service Representative. This position will be responsible for acting as the main contact for ecommerce customers via phone, e-mail, and social media platforms. This role will ensure our ecommerce customers receive a positive shopping experience and help resolve any issues or complaints a customer may have. This role will help to cover customer service for all Sole Technology brands.
The ideal Ecommerce Customer Service Rep prides themselves on being courteous to customers and responding timely to e-mails, voicemails and messages. Also, they must be able to implement and uphold our policies and procedures. This person must understand they are the frontline of the brand and point of contact for our ecommerce customers. Must be able to solve issues quickly and make sure customers leave satisfied with their purchase.
This role can include tasks related to customer retention marketing, digital marketing, amazon order processing and management, ecommerce site management and operations, seasonal product data loads and maintenance, site merchandising, coordination of asset creation and customer service management.
Tasks

• Answer incoming e-mails in a professional manner
• Respond to voicemails and send follow up e-mails to customers regarding issues or complaints
• Process returns, refunds, and defects
• Work with logistics and carriers to correct any shipping issues
• Reimburse customers for any short shipment orders
• Approve/ decline possible fraud orders put on hold by our system
• Provide customers who contact with product info they are inquiring about
• Update customer service pages on the websites to reflect correct policies and procedures
• Assist Ecommerce Customer Service Lead with any other tasks or issues
• Must be available during peak season, October through January

Requirements

• Must have knowledge of Shopify
• Prior customer service or retail experience is a plus
• Ability to work in a multi-brand environment and see multiple projects through
• Able to type 60 words per minute
• Knowledge of Sole Technology products and action sports is a plus