E-Commerce Customer Service Representative – Wichita, KS

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

The E-commerce Customer Service Representative is responsible for providing exceptional customer service, managing content, and monitoring key performance metrics of e-commerce portals. They will provide customer service by supporting all customer inquiries regarding Envision offered products. This position works to drive online sales and improve the customers’ overall experience, specifically through the E-commerce sales channel. In addition, they will support our marketing team in driving key initiatives for the brand.

KEY RESPONSIBILITIES/ESSENTIAL FUNCTIONS INCLUDE

• Responsible for timely customer service for e-commerce sales responding to all customer inquiries in under one hour. Manage all customer requirements and ensure that customer expectations of timeliness, information flow and product delivery are met.
• Review customer orders to ensure all orders can ship within the quoted period without inventory shortages or other issues. Updates orders and notifies customers as needed.
• Manage item content and offering of all e-commerce portals to ensure high performance standards are maintained.
• Create and deliver manual invoices as needed.
• Confers with customers by telephone or e-mail to provide product information, price quotes, order status/changes, returns, and customer inquiries or complaints in a professional and timely manner.
• Analyze and maintain product prices to drive sales volume while maintaining margin expectations.
• Interprets product data reports to suggest products that are a good fit for the customer and recommending various products when appropriate.
• Keeps records of customer interactions, order history, notifications, and any return claims filed.
• Coordinate returns, credits and replacement orders as needed.
• Assists with the setup of new products and ordering of existing products.
• Listens and analyzes customer requests that we are not able to fulfill; recording and suggesting viable opportunities of new product or other opportunities to grow our business.
• Cross-reference reports at month-end to ensure accounting and inventory transactions are up-to-date and accurate.
• Other duties and responsibilities as required, related to Customers and Sales support.

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.

Education: High school diploma or GED equivalent required; Associates degree preferred.

Experience: Minimum of 3 years previous customer service required. Call center, or data entry experience preferred.

Knowledge/Skills:

• Excellent customer service skills and telephone etiquette
• Ability to effectively navigate through multiple IT platforms
• Strong communication and interpersonal skills (written and verbal)
• Excellent listening skills and ability to be impartial
• Excellent organizational skills - great attention to detail
• Ability to function in a multi-tasked and fast paced environment and prioritize time sensitive issues
• Good analytical skills
• Advanced computer skills in Microsoft Excel and Word.
   

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.

PHYSICAL REQUIREMENTS INCLUDE

In an average workday, employee must (check one frequency for each task):

Employee must use hands for repetitive action such as (please check all):

WORKING CONDITIONS INCLUDE

In an average workday, employee is exposed to (check one frequency for each task):