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<h2><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><u>eCommerce Customer Service Representative</u></span></h2><hr><blockquote><h4><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong><u>JOB PURPOSE</u>:</strong> Deliver on the mission of Wilco, to strengthen agriculture by profitably providing superior customer service.</span></h4><p><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Job Summary: Work with Wilco’s Marketing, E-Commerce, Customer Care, and Retail Operations team to ensure customers have a positive online customer experience to grow E-Commerce sales and online traffic.</span></p><p><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Reports to: Director of Customer Care</span></p></blockquote><hr><h3><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>Responsibilities:</strong></span></h3><ul><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Provide support for Wilco’s Store teams to assist them through the eCommerce fulfillment processes.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Communicate verbally and in writing via email, live chat, social media, and phone to assist customers’ online experience within Wilco Stores' core departments of pet, livestock, lawn & garden, hardware, and work wear sites.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Process and update orders from designated e-commerce websites as needed.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Active listening and verbal communication with customers to represent their voice to our internal teams to improve processes, site usability, and help increase website conversion rates.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Understand ongoing promotions and merchandising team strategies to facilitate the best customer experience.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Collaborate with internal teams to gather product and company information to address customer inquiries.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Facilitate the growth of Wilco Family Rewards online-linked accounts and the growth of loyalty programs online.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Support the Customer Care Team with phone, Zendesk, and email for customer questions and issues.</span></li></ul><h3><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>Skills/Training:</strong></span></h3><ul><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Ability to work individually and as part of a team.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Customer service with a focus on problem resolution and building customer loyalty.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Must have excellent verbal and written skills with an understanding of online reading and product content</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Proficient with MS Office.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Ability to multitask and handle a fast-paced environment.</span></li><li>A<span style="font-family: " times="" new="" roman"="" ,="" serif;"="">dapt quickly to technology and process changes based on business needs.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Maintain composure and a positive work environment.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Strong attention to detail and good organizational skills to maintain self-sufficient time management.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Understanding of e-commerce processes.</span></li></ul><h3><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>Experience/Education:</strong></span></h3><ul><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">3+ years relevant experience within an online or related customer service environment</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Background and knowledge of products found in a Farm Store preferred.</span></li></ul><h3><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>Physical Requirements:</strong></span></h3><ul><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Ability to sit or stand for long periods.</span></li></ul><h3><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>Working Conditions:</strong></span></h3><ul><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Office indoor environment or remote office environment within a two-hour drive of Mt. Angel, Oregon.</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">For remote work, must have an ergonomic workspace free from distractions to accomplish all job functions.</span></li></ul><h3><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>Benefits:</strong></span></h3><ul><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Medical, dental, and vision health insurance</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Profit Sharing Program - up to 3% of your annual wages</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">401K Retirement Plan with up to 6% Employer Match</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Advancement Opportunities</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Employee Assistance Program</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Referral Bonus - refer a friend or family member</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Long-term disability and Life/AD & D Insurance</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Generous Employee Discount</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Tuition Reimbursement</span></li><li><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">On-Demand Pay</span></li><li><p><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Holidays and paid time off.</span></p><hr></li></ul><p><span style="font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>About Wilco</strong></span><br><span style="font-family: " times="" new="" roman"="" ,="" serif;"="">Dating back to the early 1930s, Wilco, a growing retailer, has stood the test of time by maintaining focus on our values and never losing our passion for customer service. Wilco is progressive and unlike the standard “farm store”. With a variety of departments, including Garden, Pet and Animal Supply, Hardware, Paint, Clothing, and Pet Grooming, partnered with personalized service, our customers consider Wilco a preferred retail destination. Wilco has been named a Top Workplace in Oregon and SW Washington by The Oregonian for 12 years. We are dedicated to our team and attribute this distinction to them. Hiring Veterans / Military Friendly</span></p><p><span style="color: rgb(46,103,186);font-family: " times="" new="" roman"="" ,="" serif;"=""><strong>Wilco is an Equal Opportunity Employer. We recognize and encourage the valuable and enriching contributions that people from all backgrounds and experiences bring to our organization. As a values-based cooperative, we believe all individuals should be treated based on merit without prejudice.</strong></span></p><p><span style="color: White;font-family: " times="" new="" roman"="" ,="" serif;font-size:="" 9.0px;"="">#LI-LY1</span></p>
