Customer Support Operations Coordinator

Customer Support Operations Coordinator

JOB SUMMARY:

Support Wilco’s Customer Care Team, eCommerce Team, and Retail Operations to ensure the highest level of customer support for accounts receivable, eCommerce, and point of sale.

Reports To:

Credit Manager

• Provide superior customer service while managing a large amount of incoming calls, live chats, emails, and tickets.
• Identify and assess customers’ needs to achieve satisfactory outcomes.
• Provide support for Wilco’s Store teams to assist them through the eCommerce fulfillment processes.
• Communicate in writing via email and live chat, and on phone calls to assist customers’ online experience within Wilco Stores core departments.
• Process and update orders from designated e-commerce websites as needed.
• 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.
• Understand ongoing promotions and merchandising team strategies to best facilitate the customer’s experience.
• Collaborate with internal teams to obtain product and company information to answer customer questions.
• Facilitate the growth of Wilco Family Rewards online linked accounts and the growth of loyalty programs online.
• Update all computer systems with accurate data to assure consistency in databases.
• Pick up mail at Post office as needed, open and distribute by 9:30am. Drop mail off at the post office as needed.
• Scan deposits to bank as needed.
• Set up new customer accounts and update existing customer profiles.
• Update Tax Exempt forms.
• Scan documents into paperless document imaging system.
• Respond to customer inquiries regarding account status, statement/invoice questions, payments etc. within a timely manner. Researching and resolving customer inquiries and disputes.
• Processing daily ROA via checks, ACH payments, payment portal, and credit card payments as needed in compliance with financial policies and procedures.
• Provide back up support to the Accounts Receivable Specialist, covering PTO and breaks.
• Process account adjustments.
• Provide administrative support to the rest of the team as needed to support the business and department goals.

• Ability to work individually and as part of a team.
• Customer service with a focus on problem resolution and building customer loyalty.
• Must have excellent verbal and written skills with an understanding of online reading and product content
• Proficient with MS Office.
• Ability to multitask and handle a fast-paced environment.
• Adapt quickly to technology and process changes based on business need.
• Maintain composure and a positive work environment.
• Strong attention to detail and good organizational skills to maintain self-sufficient time management.
• Understanding of e-commerce processes.

• 3+ years relevant experience within an online or related customer service environment
• Background and knowledge with products found in a Farm Store preferred.

• Ability to sit or stand for long periods.

• Office indoor environment or remote office environment within a two-hour drive of Mt. Angel, Oregon.
• For remote work, must have an ergonomic workspace free from distraction to accomplish all job functions.

• STIP, STIP & Deferred Comp Eligible
• Compensation includes a competitive base salary commensurate with experience, and a comprehensive benefits package.
• Medical, dental, and vision health insurance
• 401 (k) Retirement Plan with up to 6% Employer Match
• Advancement Opportunities
• Employee Assistance Program
• Referral Bonus - refer a friend or family member
• Long-term disability and Life/AD & D Insurance
• Generous Employee Discount
• Tuition Reimbursement
• On-Demand Pay
• Holidays…