E Commerce Customer Care Representative

National Industries for the Blind
Alexandria, VA
Feb 15, 2018
Feb 16, 2018
Accountant, IT
Full Time
Job DetailsLevel EntryJob Location NIB HQ - Alexandria, VAPosition Type Full TimeEducation Level High SchoolSalary Range UndisclosedTravel Percentage NoneJob Shift DayJob Category Customer ServiceDescription Statement of Purpose Provides support to the customers of the E-commerce Order Processing Program.Business Communications Employees in Other Divisions Occasionally E-Commerce Customers Continually NIB & SourceAmerica Associated Agency Personnel Continually Third Party Vendors and Contractors Continually Qualifications EducationHigh School degree required; associates degree preferred from an accredited university or college. An equivalent combination of education and experience is also acceptable.Training and Specialized KnowledgeKnowledge of principles and processes for providing customer and personal services is required. This includes: customer[WA1] needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Requires exceptional organizational, and communication skills. Job requires being reliable, responsible, and dependable, and fulfilling obligations. MS Office suite including MS Excel, Word and Outlook intermediate to advanced proficiency required. Previous experience working with basic accounting concepts and familiarity with accounting software is helpful. Experience/background with Oracle is highly desirable but not required. Proficient in use of adaptive technologies including JAWS with Open Book and/or Zoom Text magnifier.Core CompetenciesAccountability Communication Skills Ethics/Integrity Customer Care Job Knowledge/Technical SkillsExperience Two years of customer service experience in an E-commerce call center or retail environment; two years data entry and/or order processing experience.Travel Occasionally Specific Duties and Responsibilities Processes manual orders through the Oracle platform and administers electronic orders when necessary. Answers customer calls and provides resolution for order status, order and product complaints, product return authorization, product information, current pricing to include RFQ, and answers questions pertaining to the E-commerce Program. Coordinates with NIB associated agencies, SourceAmerica CRPs, and wholesalers on order status and tracking information of shipments. Promptly greets customers via telephone to assist customers with website registration, order processing, product information, pricing, shipping information, and general e-commerce program information. Reviews, accepts and processes manual orders received by email, and fax from customers placed by GSA Regional buyers, TSA buyers, and other channels. Performs purchase order reconciliation as necessary. Addresses customer complaints by researching, responding, and following up with customers in a timely manner. Issues are forwarded to supervisor if they cannot be resolved at the immediate level. Coordinates with wholesalers, NIB agencies, and SourceAmerica CRPs on orders and shipment status. Obtains tracking info from UPS/FedEx and motor carriers as necessary. Provides Proof of Delivery (POD) upon request from customer. Provides invoices via email or fax to customer upon request. Judges when specific issues require additional assistance or should be elevated to management. Promptly informs supervisor of customer complaints for resolution. This job description does not imply that these are the only duties to be performed by this employee. The incumbent in this position will perform such other tasks as may be required for the effective operation of the Division/Department upon the request by his/her supervisor. NIB IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER NIB is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. [WA1]

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