eCommerce Customer Service Associate

Working at Envision means having a job that’s more than just a way to make money. It's a job that makes a difference.

We offer team members:

• Careers with purpose
• Teamwork environment
• Amazing 401K Retirement Plan
• Envision Paid Life Insurance
• Medical, Dental, Vision, FSA Plans
• 10 Paid Holidays
• PTO & Vacation
• Tuition Reimbursement

POSITION SUMMARY:

Responsible for managing and supporting daily eCommerce order operations within a drop-ship fulfillment environment, including order entry, purchase order creation, order tracking, and reconciliation across internal systems and vendor platforms. Ensures accurate and timely processing of customer orders, refunds, and payments while proactively monitoring order status, resolving system discrepancies, and following up on unfilled vendor orders and unresolved shipments. Serves as a key liaison between customers, vendors, and internal teams to maintain high service standards, improve fulfillment accuracy, and support profitable customer retention.

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE:

• Provide exceptional customer service by servicing inbound calls and email correspondence.
• Manage and monitor the E-Commerce customer service email inbox and Envision Supply Source email communications.
• Monitor and follow up on unfilled vendor orders and unresolved shipments.
• Review and manage incomplete orders and system discrepancies including back orders, manual mark outs, rejected items, and exception report items.
• Approve price changes in Microsoft Dynamics AX and update trade agreements every two hours.
• Resolve orders not reflected in Microsoft Dynamics AX and other internal systems.
• Complete and verify Advance Shipping Notices (ASN) in Big Commerce. Close Purchase Order in Microsoft Dynamics AX.
• Record and review credit reports, follow up on open credits, and process refunds.
• Clear order holds and manage all customer account activities for assigned store locations.
• Setting up a new customer account in Big Commerce and providing quotes as requested.
• Support Xpress back-office operations and administrative functions.
• Demonstrate flexibility to perform other job duties as assigned.

JOB REQUIREMENTS INCLUDE:

Education: High School diploma or GED required. Associate degree preferred.

Experience: Minimum of 3 years previous customer service and account management experience required; inventory management and accounting experience helpful.

Knowledge/Skills:

• Advanced computer skills in Microsoft Word and Excel required.
• Excellent customer service skills, including written and oral communication abilities.
• Must possess good organizational skills, attention to detail, and ability to prioritize multiple tasks.
• Self-motivated as well as able to work independently with periodic consultation/direction.
• Good aptitude for figures and detailed record keeping practices.
• Knowledge of Zentail, 3rd Party Marketplaces (Amazon, Walmart, eBay, etc.), and Content Analytics helpful, but not required.
• Ability to think creatively and assist with developing and implementing digital marketing strategies.

Licenses/Certifications: N/A

SUPERVISORY RESPONSIBILITIES:

Total Number of Employees Directly Supervising: _ 0 __

Number of Subordinate Supervisors Reporting to Position: _ 0 __

VISION REQUIREMENTS INCLUDE:

Can be performed with or without assistive technology :

_ X _ Required to perform activities such as: preparing/analyzing data/figures; viewing a computer screen; reading; inspecting small objects for defects; using measuring devices; and/or assembling parts with close eye contact.

___Required to perform activities such as: operating machinery and/or power tools at or within arm’s reach; performing non-repetitive tasks such as carpentry work or repairing machinery.

___ Required to review/inspect own assigned work, the work of others, or facilities or structures.

Requires normal (or corrected to normal) vision/acuity :

___ Required to operate motor vehicles and/or heavy equipment such as forklifts.

Envisions Core Values are the authentic, unwavering principals that define and support our culture.

• Integrity
• Curiosity
• Passion
• Initiative
• Teamwork
• Excellence

COMMENTS

Envision, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without illegal discrimination because of race, color, sex, age, gender identity, disability, religion, citizenship, national origin, ancestry, military status or veteran status, marital status, sexual orientation, domestic violence victim status, predisposing genetic characteristics and genetic information, and any other status protected by law.

Envision employs and advances in employment individuals with disabilities and veterans, and treats qualified individuals without discrimination on the basis of their physical or mental disability or veteran status.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

This position description is intended to convey generally the duties of this job. It is not an all-inclusive listing of duties, and it is not a contract, expressed or implied.

NO Security Clearance