Digital Customer Service/Experience Rep. (E-Commerce / Digit...

Gerrie Electric Wholesale LTD
Burlington, ON
30+ days ago

Job Description

Gerrie Electric, one of Ontario’s largest independent electrical distributors has an opening for a motivated individual to join our growing team.

Digital Customer Service/Experience Representative (E-Commerce / Digital Team) -Burlington

The Digital Customer Service/Experience Representative (CS/E) will proactively engage with Gerrie customers through various communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one. Focus on helping customers when they need us most, by responding to a variety of questions, assisting with various product solutions and resolving customer concerns at first point of contact. The CS/E Representative will also educate and assist customers/staff on any customer related questions or needs.

Responsibilities:

1

Coach, train and support customers and staff on the use of our Websites.

Digital CS/E

2

Participate in the Development of a digital service strategy with a key focus on the end-to-end E-Commerce experience.

Digital Strategy

3

Use our CRM to track and place tickets, follow up and escalate as needed.

Digital CS/E

4

Review and manage orders for the website as needed.

Digital/Products

5

Expand your product knowledge to respond to customer questions / and upsell products.

Digital CS/E

6

Learn and understanding of vendor alignments across our ecosystem.

Digital/Products

7

Manage a schedule for online chat.

Digital CS/E

8

Map customer journeys to identify gaps and opportunities and reduce customer friction.

Digital Strategy

9

Use data and insights to understand current and future customer needs and expectations.

Digital CS/E

10

Maintain constant communication with stakeholders to align roadmaps and ensure that improvements to the customer experience are mapped out.

Digital CS/E

11

Be the advocate of customer experience in our company.

Digital CS/E


Requirements:

  • Excellent verbal and written communication skills – a solid understanding of a CRM and other digital media skills.

  • Proficiency with MS Office and ability to learn new data management systems.

  • Experience with Google Analytics.

  • Previous customer success or customer support experience.

  • Strong JDE skills (Example: Account lookup, order status, pricing codes etc)

  • Ability to track and place tickets for issue, follow up and escalate as needed.


Desirable Requirements

  • An advocate of customer-centered experiences.
  • A creative thinker known for his/her intellectual curiosity.
  • A relentless and meticulous problem solver.
  • Strong analytical skills to leverage all customer insights, trends and market research.
  • A highly autonomous individual motivated by a fast-paced work environment.


If you consider yourself to be a motivated team player and meet the requirements for this role, please send your resume to: [email protected] or apply online at www.gerrie.com/careers. Please note that only those selected for interviews will be contacted. No phone calls please. If you are selected for an interview and you require accommodation due to a disability, please notify the hiring manager upon scheduling your interview.

Gerrie is proud to be a Best Managed Gold Standard Winner

Source

https://ca.indeed.com/jobs

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