What are the responsibilities and job description for the Ecommerce Customer Service position at Savencia Cheese USA Career Center?
Summary/Objective
This position requires working with customers to answer questions, take down order details, and resolve customer issues or complaints.
The position follows standard work methods and practices safe work habits to ensure production is as efficient and safe as possible.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Level I:
- Print and process all pending orders.
- File all processed orders into appropriate shipping date.
- Answer phone calls and email inquiries.
- Search, find, update, or create customer order information in database system.
- Inform Ecommerce Supervisor or other department leads of any issues or complaints from customers.
- Communicate with Fulfillment Lead of any order changes or requirements.
- Assist with printing shipping labels for orders.
- Communicate clearly with customers the difference between our products and help guide their purchasing decision.
- Make marketing packets.
Level II:
- All responsibilities of level one.
- Submit and process mini-wholesale orders.
- Process order payment or order refunds for all orders.
- Submit, Coordinate and process corporate gift orders.
- Assist with organizing Cheese Club Shipments each quarter.
- Submit delayed or damaged shipment claims with carriers (FedEx or UPS).
- Manage and communicate office inventory such as tasting cards, care cards, and shipping labels to Ecommerce Supervisor.
Level III (Lead Position):
- All responsibilities of level one and two.
- Manage all Cheese Club and Mini-Wholesale accounts.
- Assist with training new customer service personnel.
- Assist with special projects as assigned by Ecommerce Supervisor;
- Represent Rogue Creamery at festivals and events as necessary.
