E-Commerce Helpdesk Associate Jobs

The E-Commerce Helpdesk Associate is the frontline representative of our e-commerce platform, interacting with customers via phone, email and other communication channels. In this role, you’ll focus on the quality of the customer experience, working closely with the store teams to ensure a seamless shopping experience for the customer. Your primary responsibility is to provide exceptional customer service, assist with inquiries, offer helpful solutions, assist with call-in orders, respond to customer complaints, process refunds, and troubleshoot problems.

• You can operate autonomously and have a “get stuff done” mentality.
• Must be at least 18 years of age with a high school diploma or equivalent.
• Work in a style that is Respectful, Supportive, and Team-oriented (RSTO).
• Work with the other teams (accounting, IT, sales, etc.) to stay up-to-date on the day to day business operations.
• Must be able to read, write and speak English proficiently.
• Practice the “Golden Rule” and work well with all associates as a team.
• Proficient with computer applications, including Microsoft Office and data entry.
• Address and de-escalate customer complaints or dissatisfactions professionally, aiming to turn a negative experience into a positive one.
• You are extremely organized and exceptionally detail oriented, with the ability to multi-task.
• You have a passion for cross-functional collaboration and alignment.
• Handle incoming calls, emails and chat messages, providing professional and courteous assistance. Address questions, concerns and feedback promptly and efficiently.
• Successful completion of pre-employment/promotion drug screen and or criminal background check. Timeline must fall within company guidelines.
• Possess in-depth knowledge of our products, promotions, and services to effectively direct customers.
• Maintain clear and effective communication with customers and team members, ensuring all information is accurately conveyed and documented.
• Order Management Assist customers with placing, modifying, or canceling their grocery orders. Ensure accurate order entry and payment processing.
• Have a strong customer service orientation, focused on the quality of the customer experience.
• Troubleshoot and resolve customer issues related to order fulfillment, payment, delivery, and other inquiries. Collaborate with other departments when necessary to provide prompt solutions.
• Follow company policy and best practices for e-commerce operations (i.e. completing the check-out process, providing refunds/credits to customers).
• Any other duties as assigned by the department manager or Director of E-Commerce.
• Strong communication skills, both verbal and written.
• Identify and escalate priority issues to the appropriate resource.
• Possess proficient knowledge of e-commerce. Knowledge of in-store operations preferred.
• Collaborate with other helpdesk associates to share knowledge and best practices, fostering a collaborative work environment.

Never (N) 0%

Occasionally (O) 1-33%

Frequently (F) 34-66%

Continuously (C) 67-100%

Standing F Surface type Tile/Carpet

• Seeing C
• Walking F Surface type Tile/Carpet
• Smelling F
• Sitting C
• Fingering C
• Crawling N
• Feeling C
• Hearing C
• Stooping O
• Handling C
• Carrying O Up to 25 lbs.
• Talking C
• Pushing O Up to 200 lbs.
• Reaching C Level Waist/Overhead
• Bending F
• Pulling O Up to 200 lbs.
• Kneeling O
• Climbing O Height 6 ft.
• Lifting O Up to 30 lbs.
• Crouching O
• Balancing F

Job location Corporate Office or Retail stores

Working conditions Environment involved is

Inside Outside Cold Heat Wet/Humidity

Occasional work outside for special events.

Safety risk factors

Never (N) 0%

Occasionally (O) 1-33%

Frequently (F) 34-66%

Continuously (C) 67-100%

• O Cluttered floor surface
• N Toxic exposure (See material data safety sheets)
• O Contact with sharp objects
• O Loud noise
• C Twisting of back and neck
• O Hazardous cleaning solutions
• N Hazardous equipment (Mechanical moving parts)
• O Nuisance dust, fumes, sprays
• O Slippery floor surface
• O Contact with skin irritant

Schedule

Varied Day Evening Weekend Holidays – as required

The above is intended to describe the essential and supplemental functions of this job. It is not to be construed as an exhaustive statement of all supplemental duties, responsibilities, or non-essential requirements.