E-Commerce HelpDesk Associate

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.

1. Must be at least 18 years of age with a high school diploma or equivalent.
2. Must be able to read, write and speak English proficiently.
3. Have a strong customer service orientation, focused on the quality of the customer experience.
4. Strong communication skills, both verbal and written.
5. Possess proficient knowledge of e-commerce. Knowledge of in-store operations preferred.
6. Proficient with computer applications, including Microsoft Office and data entry.
7. Successful completion of pre-employment/promotion drug screen and or criminal background check. Timeline must fall within company guidelines.
8. You are extremely organized and exceptionally detail oriented, with the ability to multi-task.
9. You can operate autonomously and have a “get stuff done” mentality.
10. You have a passion for cross-functional collaboration and alignment.

1. Handle incoming calls, emails and chat messages, providing professional and courteous assistance. Address questions, concerns and feedback promptly and efficiently.
2. Order Management: Assist customers with placing, modifying, or canceling their grocery orders. Ensure accurate order entry and payment processing.
3. Possess in-depth knowledge of our products, promotions, and services to effectively direct customers.
4. Troubleshoot and resolve customer issues related to order fulfillment, payment, delivery, and other inquiries. Collaborate with other departments when necessary to provide prompt solutions.
5. Address and de-escalate customer complaints or dissatisfactions professionally, aiming to turn a negative experience into a positive one.
6. Identify and escalate priority issues to the appropriate resource.
7. Maintain clear and effective communication with customers and team members, ensuring all information is accurately conveyed and documented.
8. Follow company policy and best practices for e-commerce operations (i.e. completing the check-out process, providing refunds/credits to customers).
9. Collaborate with other helpdesk associates to share knowledge and best practices, fostering a collaborative work environment.
10. Work with the other teams (accounting, IT, sales, etc.) to stay up-to-date on the day to day business operations.
11. Practice the “Golden Rule” and work well with all associates as a team.
12. Work in a style that is Respectful, Supportive, and Team-oriented (RSTO).
13. Any other duties as assigned by the department manager or Director of E-Commerce.

Never                          (N)                   0%

Occasionally                (O)                   1-33%

Frequently                   (F)                    34-66%

Continuously               (C)                  67-100%

 Standing:            F                      Surface type:   Tile/Carpet

1. Walking: F                      Surface type:   Tile/Carpet
2. Sitting: C
3. Carrying: O                     Up to   25 lbs.
4. Pushing: O                     Up to 200 lbs.
5. Lifting: O                     Up to   30 lbs.
6. Pulling: O                     Up to 200 lbs.
7. Climbing: O                     Height: 6 ft.
8. Balancing: F
9. Stooping: O
10. Kneeling: O
11. Crouching: O
12. Handling:            C
13. Fingering: C
14. Bending: F
15. Feeling: C
16. Crawling: N
17. Reaching: C                      Level:  Waist/Overhead
18. Talking: C
19. Seeing C
20. Hearing: C
21. Smelling: 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%

1. O Loud noise
2. C Twisting of back and neck
3. O Slippery floor surface
4. O Cluttered floor surface
5. N Hazardous equipment (Mechanical moving parts)
6. O Contact with sharp objects
7. O Contact with skin irritant
8. N Toxic exposure (See material data safety sheets)
9. O Nuisance dust, fumes, sprays
10. O Hazardous cleaning solutions

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.

Hiring Range: In accordance with MA Pay Transparency requirements, the following represents a good faith estimate of the hiring range for this position. At Roche Bros., we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity. The hiring range for this position is $18.37 - $22.98 per hour.