Customer Service Representative 2

BLAIN; Janesville (WI); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Discount on brand-name products

Paid holidays & birthdays

Leadership training programs

Life insurance

Pet insurance

Job summary

Blain’s Farm & Fleet is seeking a Customer Service Representative II to support the customer service department by handling inquiries, web order support, and order tracking. You will work with customers to resolve issues and maintain the website to improve the experience, while supporting the rewards program and store operations.

The role requires 2–3 years in customer service or eCommerce, familiarity with CRM systems, and knowledge of order management.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 2 to 3 years of experience in customer service or support, ideally eCommerce/retail.
• Familiarity with customer service principles and best practices in eCommerce/retail.
• Understanding of order management processes: placement, tracking, and web support.
• Knowledge of CRM software and online order platforms.
• Basic knowledge of website functionality and customer account management.
• Awareness of company products, services, and policies to provide accurate information.

Responsibilities

• Provide outstanding customer service via email, chat, and phone.
• Assist store customers with questions about the website and products.
• Place website orders for customers as needed.
• Resolve customer questions and complaints via email, chat, and phone.
• Coordinate with shipping companies to track packages and file claims.
• Work with departments to resolve damaged/returned goods and product info changes.
• Identify potentially fraudulent orders using the electronic system.
• Support the full website product line and rewards program.
• Undertake special project work and ensure loss prevention policies are followed.
• Assist stores with rewards program and general store support.

Skills

Customer service

Order management

Website navigation

Education

High school diploma or equivalent; associate degree preferred

Tools

CRM software

Online order platforms

Website functionality knowledge

Job description

Company & Benefits Information

At Blain’s Farm & Fleet we believe everyone deserves the opportunity to have a job they love, work in a great environment, grow their career & enjoy a positive balance.

As a family-owned retailer we take pride in offering a competitive benefit package designed to support you & your life. It is one of the reasons we have been named a Forbes Best Employer for seven consecutive years!

• Associates hired into a full-time role will become eligible for the following benefits effective their 91st day of full-time employment: Medical, Prescription, Dental, Vision, Short & Long Term Disability, Life Insurance, Ancillary Benefits, Identity Theft Protection, Pet Insurance, Etc.
• All major Holidays & Birthday off
• Advanced Leadership Training Programs: build the skills to grow your career
• Associate discount on name brands like Carhartt, Under Armour, STIHL, Milwaukee Tool, DeWalt & much more!
• Internal recognition programs that support an engaged workplace
• 401(K) with company match

Compensation

• Base pay starting at $16.00/hr
• Saturday & Sunday weekend premium pay $2.50/hr

The pay listed for this position may vary based on experience. Please note, compensation decisions are contingent on the facts and conditions for each job opening. We take into consideration the minimum requirements outlined in the job description, such as, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Please note salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Blain’s Farm & Fleet position description for accurate pay range information.

Job Duties

The Customer Service Representative II supports the customer service department by handling customer inquiries, assisting with web order support, processing order placements, and tracking orders. This role also plays a key part in maintaining website updates to improve the customer experience. The Customer Service Representative II will work directly with customers to resolve issues efficiently and professionally, ensuring high levels of satisfaction and fostering positive relationships. This role will also assist with the rewards program, and store support. This role requires a proactive approach to addressing customer needs and supporting continuous improvement in customer service operations.

• Provide outstanding customer service through email, chat and telephone.
• Assist retail store customers with questions regarding the website and product line.
• Place website orders for customers as needed.
• Assist customers with questions, problem resolution and complaints via email, chat and phone.
• Work with external shipping companies to create track and trace packages and file claims.
• Work with multiple departments to resolve issues relating to damaged and returned goods, website discrepancies and product information modifications.
• Use electronic system to discern and resolve potentially fraudulent orders.
• Product support for the full website product line.
• Undertake special project work as requested.
• Demonstrate awareness and compliance with Loss Prevention and safety policies and/or procedures.
• Provide support for our Rewards program, and our stores

Qualifications

• High school diploma or equivalent; associate degree preferred
• 2 to 3 years of experience in a customer service or support role, ideally in eCommerce or retail
• Familiarity with customer service principles and best practices, especially in eCommerce or retail environments
• Understanding of order management processes, including order placement, tracking, and web order support
• Knowledge of CRM software and online order platforms.
• Basic knowledge of website functionality and updates, especially as it pertains to customer navigation and account management
• Awareness of company products, services, and policies to provide accurate information to customers

EEO Statement

Blain Supply, Inc and Blain’s Farm and Fleet (collectively “Blain’s”) is proud to be an Equal Opportunity Employer. We recognize the importance of diversity and creating an inclusive culture in order to leverage the skills and talents of all people to the mutual advantage of each individual and the organization. Blain’s does not discriminate against applicants or employees on the basis of race, religion, color, sex (including pregnancy and sexual harassment), sexual orientation, gender identity, national origin, age, marital status, disability, military or veteran status, or any applicable legally protected status. Our goal is to continue to be recognized as an employer of choice and we have received Forbes Best Mid-Sized company to work for an unprecedented 7 years in a row.