E-commerce Customer Service Representative

Rawlings Sporting Goods Company Inc•Maryland Heights, MO

7h•Hybrid

About The Position

Rawlings Sporting Goods, headquartered in St. Louis, provides the finest quality sporting goods equipment and products to players. The company's goal is to leverage its brand heritage with the unique talents and passions of its employees to inspire players, coaches, and parents. This position is located at their new corporate office in Westport Plaza. The Ecommerce Customer Service Representative serves as the direct point of contact for end consumers, responsible for answering incoming customer requests via phone, email, and chat. This role involves assisting customers with detailed product information, payment status, order updates, and shipment processes, while working cross-functionally with a team of Customer Service Representatives to deescalate situations and provide the best customer experience.

Requirements

Bachelor’s Degree or comparable work experience.
Strong analytics skills to evaluate reports and data to make strategic decisions.
Ability to work cross-functionally across multiple departments within the organization.
Strong verbal communication skills.
Strong typing and numeric data entry skill required.
Proficiency using Microsoft Office applications (Outlook, Word, Excel)
Excellent organizational skills with strong attention to detail
High level of professionalism and positive people-interface skills
Must have an enthusiastic personality with a strong passion for baseball/softball
Strong ability to multi-task utilizing multiple computer systems
Must be positive solution focused
Ability to handle escalated customer situations in a calm professional manner

Nice To Haves

JD Edwards knowledge preferred, but not required

Responsibilities

Ability to quickly dissect customer needs and strategically work to provide the best solutions and actions to resolve customer challenges and create loyalty among the consumer.
Work closely with E-Commerce to determine solutions for largest challenges customers encounter when interacting with websites.
Answers incoming customer calls, emails, and chats for all brands. (Rawlings, Easton, Miken, and Worth)
Initiates both verbal and written outbound correspondence with customers, as needed
A strong working knowledge of Ecommerce websites (Rawlings, Easton, Miken, and Worth)
Research and provide detailed technical product specifications and information for all brands to end consumers.
Assist customers with website processes including payments, discounts, loyalty program, and returns.
Proactively monitor potential fraudulent order trends.
Ensures orders are shipped in a timely manner and delivered to the customer providing shipment tracking and Proof of Delivery as requested.
Assist customers with the return goods process and ensure the proper refund is issued to customers method of payment.
Communicates with warehouse staff to expedite orders, as needed.
Manages and monitors open orders and communicates customer updates.
Communicates with Direct-to-Consumer Marketing team on website improvements.