eCommerce Customer Service Representative

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview:

The eCommerce Customer Service Representative is responsible for providing exceptional support to customers and stakeholders through phone and email communications related to eCommerce operations. This role serves as a key point of contact for account setup, order management, product inquiries, website support, and customer onboarding activities. The successful candidate will help deliver a seamless customer experience while collaborating with cross-functional teams to resolve issues and support business objectives.

Why Join This Team:

• Be part of a growing Digital Commerce organization supporting North America customers.
• Play a vital role in delivering an exceptional eCommerce customer experience.
• Gain exposure to leading eCommerce, ERP, and customer support platforms.
• Collaborate with cross-functional teams including IT, Operations, and Account Management.
• Contribute to initiatives that improve customer satisfaction and digital commerce processes.

What You Will Do:

• Respond to customer and stakeholder inquiries through phone and email channels.
• Support customers with account setup, registration, and account maintenance activities.
• Assist customers with product information requests, order placement, and order status inquiries.
• Provide guidance regarding website navigation, portal usage, and eCommerce-related processes.
• Register and approve new customer accounts in accordance with established procedures.
• Train customers and internal users on the use of eCommerce platforms and portals.
• Investigate customer concerns and coordinate issue resolution with IT, Operations, and other business teams.
• Escalate technical issues and support break/fix processes to ensure timely resolution.
• Maintain accurate records of customer interactions and transactions.
• Partner with internal stakeholders to improve customer experience and operational efficiency.

What You Need to Succeed:

• Bachelor's degree in Business, Information Technology, Communications, or a related field.
• Minimum of 4 years of experience in a customer service, customer support, or client-facing role.
• Excellent verbal and written English communication skills.
• Strong phone etiquette and customer relationship management skills.
• Ability to work independently and effectively collaborate with cross-functional teams.
• Detail-oriented, organized, and process-driven approach to work.
• Strong problem-solving and critical-thinking skills.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, PowerPoint, and Teams.
• Experience with Adobe Commerce/Magento, Adobe Workfront, SAP, or similar eCommerce platforms is preferred.
• Ability to manage multiple priorities in a fast-paced environment.

How We Set You Up for Success:

• Comprehensive onboarding and training on Digital Commerce processes and platforms.
• Exposure to customer support, eCommerce operations, and order management functions.
• Opportunities to develop expertise in Adobe Commerce, SAP, and related technologies.
• Collaboration with global stakeholders and cross-functional teams.
• Continuous learning and career development opportunities within Digital Commerce and Customer Operations.

Work Arrangement: Hybrid

Shift: North America Shift (Night Shift)

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