What are the responsibilities and job description for the Ecommerce Customer Service Agent position at Boyne Resorts?
Overview
We are seeking a passionate and experienced Ecommerce Customer Service Agent to join our Ecommerce team and help us manage our customer support. If you like customer interaction, this is the job for you!
Boyne Country Sports is a specialty outdoor retailer operating within Boyne Resorts collection of mountain and lakeside resorts, ski areas, and attractions. With 7 locations throughout Michigan, and a direct line to all our properties across the country, we are uniquely positioned to deliver exceptional service, industry leading brands and in-depth product knowledge to an active and passionate outdoor customer-base.
We strive to maintain and promote our Core Values, LEADS:
Think Long Term | Excellence in Execution | Have Passion and a Positive Attitude | Develop Great People | Serve First
Responsibilities
- E-commerce customer service: ensure high levels of customer satisfaction and provide a five star experience to every guest.
- Customer Interaction: Efficiently handle customer inquiries and issues related to our online store, such as product information, order status, returns, and exchanges, through various channels including phone calls, email, and CRM chat. Ensure every interaction is a five star experience.
- Continuous Improvement: Actively seek ways to enhance and improve customer service procedures, policies, and standards within the e-commerce division.
- Provide detailed product knowledge to assist customers in making informed purchasing decisions.
- Handle order cancellations, modifications, and special requests as needed.
- Manage and process return requests by providing customers return instructions and a return merchandise authorization number.
- Process returned items and initiate refunds or exchanges as per company policy.
- Communicate with customers regarding the status of their returns or exchanges.
- CRM Utilization: Utilize Customer Relationship Management (CRM) software to effectively manage all customer needs and interactions.
- Multifaceted Communication: Maintain daily communication with internal and external guests through various media, ensuring prompt, accurate and high quality responses to create and retain repeat customers.
- Process and ship orders accurately and timely, including picking, packing, and labeling
- Adhere to strict SOP’s to ensure orders are processed and fulfilled on schedule
- Regularly perform warehouse duties, including lifting items over 50 lbs and climbing ladders
- Updated and maintain SalesForce Service Cloud CRM system, including knowledge base and support articles.
Qualifications
- A High School Diploma or GED is required
- Previous ecommerce experience is preferred
- Strong planning skills and attention to detail
- Physical capability to lift over 50 lbs and ability to climb ladders
- Basic computer skills and proficiency in using web based ecommerce platforms and tools
- Excellent written and verbal communication skills
- Ability to work independently and in a team, manage multiple tasks, and meet deadlines
- Passionate about outdoor sports is a plus
This is a full-time, year around in-person role at our warehouse in Wixom, Michigan
