Ecommerce Customer Service

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.

Supervisory Responsibility

This position would lead any temporary workers in the department.

Work Environment

While performing the duties of this job, the employee works in a warehouse and office environment.

This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Exposure to cold climate occasionally;

Exposure to chemical occasionally;

Exposure to noise and vibration continuously.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties on the job, the physical demands are:

Sitting – continuously;

Stoop/Bend – occasionally;

Squat – occasionally;

Climb Stairs or ladders, occasionally;

Reach – chest level, above or below – occasionally;

Push - 100 lbs. occasionally (with a cart or pallet jack);

Pull - 100 lbs. occasionally (with a cart or pallet jack);

Lift/carry- 55-65 lbs. occasionally.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours vary depending on the shift and department. Overtime and weekend work is required at times. Vacation coverage as needed.

Travel

None is required for this position.

Required Education and Experience

• High school diploma or equivalent and 6 months to 1-year related experience and/or training; or equivalent combination of education and experience;
• Working knowledge of MS Excel, Word, Outlook and PowerPoint;
• Current Food Handlers Certificate (had up to 30 days to obtain).

Preferred Education and Experience

• Professional writing experience;
• Proficient professional communication experience.