E-Commerce HelpDesk Associate

Roche Bros • Mansfield, MA

9d • Onsite

About The Position

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.

Requirements

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

Nice To Haves

• Knowledge of in-store operations preferred.

Responsibilities

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

Benefits

• 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.

What This Job Offers

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