Job description

POSITION: E-Commerce Customer Service Representative

REPORTS TO: Consumer Experience & E-Comm Manager

Job Summary: This position is based out of our corporate office in Newbury Park, CA. No remote opportunity. The E-Commerce Customer Service Representative is responsible for all aspects of the sales and customer service of Giant’s WebLink (e-commerce) online sales portal. Responsibilities include processing orders, returns, and payment refunds. In addition, the E-Commerce Customer Service Rep will be an active Live Chat agent and manage all e-commerce related consumer inquiries.

Additional responsibilities include assisting with the e-commerce sales functions, various administrative duties, and providing feedback on POS process improvements. Assist the Consumer Support Specialist to provide excellent consumer experiences through our online community channels.

Essential Duties and Responsibilities:

· Responsible for the processing e-commerce sales

· Assist consumers with returns, refunds, and other order related inquiries

· Manage consumer accounts to ensure proper credits have been applied

· Process consumer replacement orders for quality assurance issues

· Establish best practices to reduce incidences of fraud.

· Assist retailers with online order inquiries

· Assist with managing Customer Data Platform

· Engaged as a Live Chat Agent 40-60% of work hours

· Assist consumer’s with product inquiries via phone, chat, and email

· Respond to product reviews

· Establish best practices to reduce incidences of fraud.

Qualifications:

· B.A./B.S. or equivalent work experience

· 3+ years of direct selling experience (inside and outside sales preferred).

· High level of organizational skills, integrity, honesty and strong work ethic.

· Customer Service experience

· Excellent computer skills in MS Windows-based applications.

· Be results oriented always in everything you do – all of our actions should support an immediate and profitable result.

· Must be able to handle at once multiple projects successfully.

· High level of self-motivation, self-discipline, and dedication to the job. Can work independently.

· Good innovative and cost-effective (efficient) problem-solving skills.

· Good written and oral communication skills.

· Flexible and willing to adapt and accept change

• Full time, Non-exempt position and based out of Newbury Park, CA. No remote opportunities

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Profit sharing
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Overtime

Supplemental pay types:

• Bonus pay

Application Question(s):

• Do you have prior experience in the cycling industry?

Experience:

• Live chat: 1 year (Preferred)
• Customer Service & Sales: 2 years (Preferred)

Work Location: One location

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