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Customer Support Ecommerce Specialist

GOODWILL OF THE SAN FRANCISCO BAY
South San Francisco, CA Full Time
POSTED ON 1/12/2025
AVAILABLE BEFORE 3/29/2025

Job Description

Job Description

Description :

The Customer Support Ecommerce Specialist oversees and handles complex customer support inquiries via different channels of communication and provides a stellar and positive customer service experience. This role supports the e-commerce team by resolving customer inquiries pertaining to online orders, listings, shipping, and provides general support in helping the e-commerce team meet their online sales goals.

RESPONSIBILITIES

  • Resolve all customer inquiries regarding but not limited to online orders, listings, and shipping.
  • Respond to customers in any and all inquiries about our product, services, and policies by online communication and phone within company mandated SLA of within 24 hours.
  • Maintain, prepare and reach out to customers in regard to their orders for in person pickup or shipment within 48 hours
  • Process and inspect all incoming returns within 24 hours of receipt.
  • Greet and inform customers / victors in a positive attitude in a daily basis.
  • Monitor and report out issues with associated online store accounts and item orders throughout working shift
  • Oversee maintenance of work area and warehouse machines as needed.
  • Perform other duties as assigned.

QUALIFICATIONS :

  • 2 years of direct work experience in a customer support role, preferably in e-commerce or online sales platforms (Poshmark, eBay, Amazon, etc), with the ability to identify and resolve customer inquiries independently
  • Ability to type upwards of 45 words per minute
  • Knowledge of e-commerce and online sales platforms
  • Exceptional problem-solving skills
  • Ability to learn, master, and work with multiple software and programs on a daily basis

    • Knowledge, Skills & Abilities

  • Excellent computer skills.
  • Extensive knowledge of online marketplaces.
  • Strong attention to detail and well-developed time management skills.
  • Able to work with a sense of urgency while maintaining a positive attitude.
  • Possess a professional demeanor, poise under pressure.
  • Work cooperatively with diverse groups of individuals from a variety of educational, social and economic backgrounds
  • Respects and has knowledge of cultures, ethnicity, gender, sexual orientations and age groups other than one’s own, able to work effectively with all

    • Physical Requirements :

  • Must be able to lift up to 25lbs unassisted
  • Ability to stand on hard surfaces for an extended period
  • Ability to work weekends, nights and / or holidays

    • Reasonable Accommodation Statement :

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions

    What We Offer (FT) :

  • 18.25-$19.25 / hourly based off experience
  • Medical, Dental & Vision Insurance
  • Retirement Fund
  • Professional Development Training
  • Commuter Benefits
  • Flexible Healthcare Spending Account
  • Mental Health Wellbeing Employee Assistance Program

    • Job Details :

  • Exemption Status : Non-Exempt
  • Position Type : Full Time
  • Job Shift : Varies
  • Primary Work Location : South San Francisco Warehouse

    • Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

    Requirements :

    Salary : $18 - $19

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