E-Commerce Customer Service Rep

Reports to: VP of Operations

Location: Downtown Chicago (River North)

Small, fast-growing, profitable, "green" e-commerce company dedicated to serving the triple bottom line has an immediate need for an outstanding person to fill our Customer Service Representative position.

We offer a selection of smart, innovative, eco-friendly products that help people consume less, thus giving consumers pragmatic solutions and intelligent alternatives. We target the rapidly growing $209 billion LOHAS market. Our first site ReusableBags.com is making a massive impact; we're at the forefront of the broad movement to reduce over consumption and change consumer habits.

As a leader we have developed a strong brand, large rapidly growing customer base, and are generating enormous buzz - recent highlights include Reader's Digest, USA Today, The Wall Street Journal, NY Times, Chicago Tribune, CNN, ABC News, NPR's Marketplace and an endorsement in An Inconvenient Truth.

Position Overview: 

This position is responsible for providing outstanding service to our customers. The role includes working with our Customer Service lead to manage and improve most day-to-day customer service and order processes. May assist in various marketing and branding projects and be willing to take on additional projects and responsibilities as they arise.

Responsibilities:

Customer Service (55-65%):

• Serve as the main point of contact between the Company and customers
• Assist customers with questions by providing guidance via e-mail, telephone and live-chat
• Troubleshoot incoming customer issues and escalate as appropriate
• First point of contact answering customer service phones line and company emails; Take messages and route emails as necessary
• Receive and respond to customer calls, voice mail, email and live chats professionally and in a timely manner; Assist customers with technical and billing questions, inventory availability, order status and problems, and other questions
• Be a product champion - possess an extensive knowledge of all products we offer and make intelligent and trustworthy recommendations to customers
• Resolve product problems for customers; Utilize all available resources to troubleshoot problems; Solve problems pro-actively
• Manage product returns process
• Provide customers' feedback to management regarding web site(s), products, etc.
• Seek opportunities for innovative approaches to addressing problems and improve internal processes; Provide feedback for implementation
• Help evolve and refine internal procedures and customer service policies - assist in writing, compiling and streamlining
• Suggest and help to implement customer centric improvements to website

Orders and Fulfillment (20-25%):

• Process orders received from phone and e-commerce web site(s) including tracking orders to ensure timely fulfillment, making adjustments, canceling orders and handling returns and chargebacks
• Answer questions, up-sell, and close sales transactions from customers who call to place orders
• Resolve delivery problems for customers
• Share information and interact with fulfillment house and suppliers to resolve order related issues
• Prepare regular status and activity reports using information pulled from various sources
• Suggest efficiencies and improvements to back-end systems

Other / special projects as needed (15 - 20%):

• General office and administrative duties
• Product selection and development
• Assisting with web site development and online marketing initiatives
• Gathering updated catalogs and other product related info from vendors

Be at the front of and help propel a paradigm shift, while gaining tremendous and valuable experience.

Qualifications: 

The ideal candidate is bright, articulate, web-savvy and able to multi-task & maintain a consistent positive attitude during pressure situations while providing the highest levels of customer service in a high-volume environment.

Must be comfortable with the dynamic and challenging nature of a high growth, fast paced entrepreneurial company. Should be driven for continuous improvement and be self motivated/managed. Possess a positive, team focused attitude -- flexible and adapts easily to change. Must share our passion for sustainability, the environment and the kinds of products we offer.

Education:

Bachelor Degree (preferably in marketing or related field).

Skills and Experience:

• Exceptional communication skills (both verbal and written)
• 2+ years experience in customer service (high volume online or mail-order)
• Strong ability to multi-task while conducting online and offline activities
• Must be internet savvy with very strong computer skills and knowledge of Microsoft Office applications (word and excel)
• Excellent creative problem solving and listening skills
• Able to master new tasks quickly
• Strong conflict resolution skills, including the ability to deal with conflict openly, directly, and tactfully
• Demonstrate professionalism; excellent time management, follow-up, organization; meet deadlines
• Ability to recognize product trends (customer concerns, favorites, etc.) and communicate them to the team for stock management purposes
• Additional consideration will be given to applicants with: experience in E-commerce/catalog industries, cause related organization or sales experience
• Experience in simple HTML and Photoshop a plus
• Experience with IFM email manager (IFMod) and osCommerce a plus

Compensation: We offer a strong compensation package based on individual & company results. Levers include salary, individual & company bonuses plus stock options.

We have an entrepreneurial work environment with a lot of autonomy. While a casual environment, work is fast paced and outstanding results are expected. This position is a 40+ hour work week. Approximate office hours: M-F, 8:30 AM - 5:00 PM.

We are an ethics-driven organization and pride ourselves on having a workplace with open communication, mutual respect and the golden rule. We are very selective - whether selecting products, vendors or hiring employees - in order to insure a good fit.

To Apply: 

Think you're a great fit? Complete the Customer Service Rep questionnaire on our careers page and email it with your resume with "Customer Service Rep opening" as the subject. Please do not call at this time or email to any other email addresses, no exceptions. All email will be answered.