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E-commerce Customer Service Representative

E-commerce Customer Service Representative

Posted 1 March by LWC Drinks
Ended
Competitive salary
Middleton , Lancashire
Permanent, full-time
View all jobs
Posted by LWC Drinks
E-commerce Customer Service Representative

LWC Drinks Ltd provides licensed establishments with all their bar and sundry supplies. However we are more than just a distributor, becoming the fastest-growing privately owned drinks company in Britain, placing 24th in the Sunday Times PWC Profit Track 100. Our aim is to provide the best customer service in the industry, employing over 1,400 people, at 18 depots across the UK, with a Support Centre and Hub Distribution Centre based in Manchester.
We are looking for a dynamic, adaptable and enthusiastic individual to join our E-commerce team. As an E-commerce Customer Service Representative you will play a critical role in providing exceptional customer service to our online shoppers. You will serve as the primary point of contact for customer enquiries, order assistance, issue resolution, and overall support, ensuring a seamless and positive shopping experience.

Responsibilities:
1. Provide Outstanding Customer Service: Deliver exceptional customer service via various channels including email and phone. Address customer enquiries, resolve issues, and provide product information promptly and professionally.
2. Manage Online Orders: Process and track customer orders, ensuring accuracy, timely shipment, and delivery. Assist customers with order placement, modifications, cancellations, and returns as needed.
3. Handle Customer Enquiries: Respond to customer enquiries regarding product availability, shipping status, pricing, and other concerns. Provide personalized assistance and recommendations to enhance the shopping experience.
4. Resolve Customer Issues: Handle customer complaints, concerns, and escalations with empathy and efficiency. Investigate and resolve issues related to orders, payments, returns, and product quality to ensure customer satisfaction.
5. Stay Informed: Stay up to date on product knowledge, promotions, and company policies to provide accurate and relevant information to customers. Proactively communicate updates and changes to customers as needed.
6. Collaborate with Teams: Collaborate with other departments including logistics, warehouse, marketing, and purchasing to ensure smooth order fulfilment and customer support. Communicate customer feedback and insights to relevant departments for continuous improvement.
7. Maintain Documentation: Keep detailed and accurate records of customer interactions, transactions, inquiries, and resolutions. Update customer profiles and order information in the database as needed.
8. Assist with Website Navigation: Guide customers through the website navigation, product selection, and checkout process. Troubleshoot technical issues & take initiative in resolving any problems.
9. Contribute to Process Improvement: Identify opportunities to improve customer service processes, procedures, and systems. Provide feedback and suggestions for enhancing the online shopping experience and customer satisfaction.
10. Manage Online Reviews: Maintain a positive online reputation and address customer feedback effectively with professional and empathetic approach. Actively encourage satisfied customers to leave positive reviews.

Knowledge and Experience:
• Proven experience in a customer service role, preferably in an e-commerce environment.
• Strong communication skills, both verbal and written, with a customer-focused approach.
• Ability to work independently and collaboratively within a team environment.
• Excellent problem-solving abilities and attention to detail.
• Proficiency in using e-commerce platforms, customer service & PIM software, and Microsoft Office Suite.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Positive attitude, adaptability, and willingness to learn and grow.

Reference: 52228517

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