Customer Service Representative 2

Blain's Farm & Fleet • Janesville, WI

20h • Onsite

About The Position

The Customer Service Representative II supports the customer service department by handling customer inquiries, assisting with web order support, processing order placements, and tracking orders. This role also plays a key part in maintaining website updates to improve the customer experience. The Customer Service Representative II will work directly with customers to resolve issues efficiently and professionally, ensuring high levels of satisfaction and fostering positive relationships. This role will also assist with the rewards program, and store support. This role requires a proactive approach to addressing customer needs and supporting continuous improvement in customer service operations.

Requirements

• High school diploma or equivalent; associate degree preferred
• 2 to 3 years of experience in a customer service or support role, ideally in eCommerce or retail
• Familiarity with customer service principles and best practices, especially in eCommerce or retail environments
• Understanding of order management processes, including order placement, tracking, and web order support
• Knowledge of CRM software and online order platforms.
• Basic knowledge of website functionality and updates, especially as it pertains to customer navigation and account management
• Awareness of company products, services, and policies to provide accurate information to customers

Responsibilities

• Provide outstanding customer service through email, chat and telephone.
• Assist retail store customers with questions regarding the website and product line.
• Place website orders for customers as needed.
• Assist customers with questions, problem resolution and complaints via email, chat and phone.
• Work with external shipping companies to create track and trace packages and file claims.
• Work with multiple departments to resolve issues relating to damaged and returned goods, website discrepancies and product information modifications.
• Use electronic system to discern and resolve potentially fraudulent orders.
• Product support for the full website product line.
• Undertake special project work as requested.
• Demonstrate awareness and compliance with Loss Prevention and safety policies and/or procedures.
• Provide support for our Rewards program, and our stores

Benefits

• Medical
• Prescription
• Dental
• Vision
• Short & Long Term Disability
• Life Insurance
• Ancillary Benefits
• Identity Theft Protection
• Pet Insurance
• All major Holidays & Birthday off
• Advanced Leadership Training Programs
• Associate discount on name brands like Carhartt, Under Armour, STIHL, Milwaukee Tool, DeWalt & much more!
• Internal recognition programs
• 401(K) with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED