Customer Operations Associate-Ecommerce experience

El Segundo, CA 90245 | Temporary

Job ID: [TO] Industry: Customer Service Pay Rate: $20-23

Exciting opportunity to work with a start up Ecommerce company that will be growing in the next few months. This company will help merchants deliver goods to their customers faster. We are looking for an exceptional Customer Operations Associate to build and manage streamlined business operations and prepare the company for rapid growth.

Customer Support

  • Respond to customer inquiries from multiple channels (phone, email, Live Chat)
  • Take ownership of customers issues and follow problems through to resolution
  • Track and respond to customer inquiries and support cases using Salesforce Service Cloud
  • Work with the company product, sales and operations teams to troubleshoot customer issues
  • Track issue details manually where necessary via spreadsheets or other methods; help our team figure out best practices for maintaining various reports and logs
  • Respond to customer inquiries in a timely fashion
  • Help the  team to create documentation and SOPs (Standard Operating Procedures) for customer support issues
  • Develop service procedures, policies and standards
  • Able to set and meet deadlines per internal and external customer expectations
  • Help drive continuous improvement of our business systems and processes

Operations & Organizational Support

  • Contribute to the content and general organization of documents related to Customer operations, including SOPs, email templates, internal knowledge base articles, and more.
  • Support the team with other operational tasks when necessary

 

Desired Expertise and Experience

  • Required: Experience providing support in a B2B eCommerce environment (such as shipping, billing, claims, general case management)
  • BONUS: Knowledge of 3PL / warehouse operation administration, logistics or fulfillment support
  • Bachelor degree required
  • 3+ of relevant professional work experience in customer support or operations
  • Excellent grasp of technology and applications including Salesforce, Excel, Slack, etc.
  • Ability to create, implement, and document new processes and support-related procedures
  • Service-oriented approach to working with customers
  • Extremely organized, detail-oriented and able to manage time effectively
  • Start-up work experience highly preferred; must have demonstrated the ability to thrive in a dynamic, fast-paced environment
  • Excellent written and verbal communication skills; proficiency in English
  • A self-starter, able to work independently; a strong individual contributor and a team player

 

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the California Fair Employment and Housing Act (FEHA).

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