ECommerce Customer Service Representative

Ecommerce Customer Service Representative

Front-line service for our customers across every marketplace and channel

SCHEDULE

40 hours per week, M-Sa, with a day off during the week

WORK ARRANGEMENT

In-person position, Hourly

LOCATION

Kidron, OH OR Hartville, OH

• Offices in each location

TEAM

Ecommerce Customer Service

COVERAGE

Multiple brands and Ecommerce channels

REPORTS TO

E****commerce Customer Service Manager

Position Summary & Purpose

The Ecommerce Customer Service Representative is a collaborative team member helping to provide day-to-day, high-quality service across multiple brands and channels. A team member in this role must have strong communication skills, computer skills and a passion for learning. The position requires regular in-person presence and the flexibility to attend training sessions between locations based on team and business needs.

We offer paid orientation and on-the-job training, as well as paid holidays. Benefits available to full-time employees include paid vacation, medical, dental, vision and life insurance, short-term disability coverage, and a 401(k) retirement plan.

HRM Enterprises is a family-owned and operated company with deep roots in the local community. Our flagship store, Hartville Hardware, has served customers since 1947 and has grown to become the largest independently owned hardware store in the United States. Lehman’s, our other primary retail brand, has been serving customers since 1955.

Although our customers span the country, we remain a local, homegrown company that values a welcoming, family-oriented atmosphere and a strong team environment. Learn more about us and the products we offer at www.hartvillehardware.com and www.lehmans.com.

Primary Responsibilities

Customer Service

• Provide direct inbound customer service by phone and email for ecommerce consumers.

• Respond to customer questions, comments, and concerns, and assist customers in placing orders.

• Convey a professional and helpful image, with an attitude of thankfulness and empathy toward every customer.

Order Support and Cross-Department Coordination

• Work with the Customer Service team, warehouse personnel, and buyers to provide top-notch customer service from the front end to the back end.

• Support order listing accuracy, order placement, order tracking, and the processing of order returns.

Continuous Improvement

• Suggest process improvements that support service quality and efficiency.

Position Expectation

• Learn the online marketplace structures and ordering system in place.

• Other duties as assigned

Critical Skills and Attributes for Success

• Technology Skills: Basic computer understanding and a willingness to learn the online marketplace structures and ordering system in place.

• Communication: Able to communicate effectively by phone, email, and in person with management, team members, and customers, conveying a professional and helpful image. With customers especially, an attitude of thankfulness and empathy is important.

• Judgment: Good problem-solving skills and the ability to think on your feet.

• Self-Motivated: Holds themselves accountable, takes initiative, takes pride in their work, and strives for continuous improvement.

Qualifications

Education: High school diploma or equivalent (required)

Experience: At least 1 year of customer service experience (preferred)

Technology: Basic computer knowledge (preferred)

Communication: Good written and verbal communication skills

• Language:

• English: must be able to communicate fluently and understand the English language, utilizing any and all forms of communication (written, verbal, visual, etc.)

Attributes: Teachable, and embodies the values of HRM Enterprises:

• We do whatever it takes

• We give more than is expected

• We are long-term focused

Physical Skills & Requirements

Physical skills which include but are not limited to:

• Motor Skills: the ability to use fine and gross motor skills to complete projects (example: to use a telephone and computer)

• Dexterity: skill of being able to use hands, feet, eyes, body in coordination with each other to complete a given project or task

• Safety: the ability to observe gauges, dials, or other indicators, whether analog or digital, to make sure appliance is working properly

Requirements:

The following physical requirements will be conditions in which CSRs may find themselves during a normal work day/week/month. These physical requirements can be considered continuous (90-100%), frequent (40-89%), occasional (11-39%) or rare (less than 1-10%), and can be any combination thereof during a work assignment/project.

Stationary Position

Ability to remain in a stationary position for extended periods of time in a controlled, indoor environment to answer telephones, work on computer, or work on other projects

Move, Transverse

Ability to move about inside and outside of the work area. Ability to maneuver and transverse over varying heights and mediums of walkways, paths, work areas, etc. safely

Ascend, Descend, Work Atop

Ability to ascend/descend stairs.

Position

Ability to position self and move about in confined spaces or work areas

Additional Skills

Additional skills include but are not limited to:

• Time Management: the ability to manage one’s own time and prioritize projects

• Stress Tolerance: accepting criticism and dealing calmly and effectively with high stress situations

• Initiative: willingness to take on responsibilities and challenges

• Attention to Detail: thorough in completing work tasks

• Cooperation: being pleasant with others and displaying a good-natured, cooperative attitude

• Independence: self-guided, ability to work with little or no supervision and complete tasks/projects; closely related to Initiative and Work Ethic

• Adaptability/Flexibility: being open to change (positive or negative) and to considerable variety

• Mental Skills: include but are not limited to:

• Critical Thinking: the act of using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

• Computation: the act, process or method of using/performing calculations

• Analytical: the ability to process information in a logical way

• Communicative: the ability to interact with and relay pertinent information to a variety of individuals in a variety of ways (written, verbal, visual, etc.)

• Technical/Electronic Skills, which include but are not limited to:

• The ability to learn and correctly operate a personal computer for business purposes

• The ability to learn and correctly operate a credit card reader

• The ability to learn and correctly operate a computer to enter customer information, email, business correspondence

• Read, respond and relay to team member news, policies, updates, etc.

• The ability to learn and correctly operate various computer software programs directly pertaining to the ability to perform one’s job appropriately. Software includes: Microsoft AX, Word, Excel, Outlook, Google Docs, Call Center Software

Scheduling

• Must be willing and able to work assigned shift/schedule/provisory period as defined by supervision based on staffing needs

• Must be able to provide reliable transportation for self to and from assigned worksite(s)

• Must be willing and able to maintain proper attendance and punctuality standards

• Must be reliable, responsible, and able to fulfill all employment obligations