Customer Support Operations Coordinator

Wilco; Mount Angel (OR); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

401(k) Match

Employee discount

Tuition reimbursement

Paid time off

Job summary

Wilco is seeking a Customer Care Associate to support the company's Customer Care, eCommerce, and Retail Operations teams. You will handle inquiries across calls, chat, email, and tickets, ensuring accurate data and a positive online shopping experience.

Based in Oregon, eligible for remote / hybrid work within a two-hour drive of Mt. Angel, you will process orders, assist with ROA payments, and help grow loyalty programs while delivering outstanding service.

Qualifications

• 3+ years relevant experience within an online or related customer service environment.
• Background knowledge with products found in a Farm Store preferred.
• Excellent verbal and written communication skills; strong online reading and product content understanding.

Responsibilities

• Provide superior customer service while handling a large volume of calls, chats, emails, and tickets.
• Identify and assess customers' needs to achieve satisfactory outcomes.
• Assist Wilco Store teams with eCommerce fulfillment processes and order updates.
• Communicate via email, live chat, and phone to improve the customer online experience.

Skills

Customer service

Multitasking

MS Office

E-commerce knowledge

Communication

Problem solving

Tools

CRM software

Job description

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

JOB RESPONSIBILITIES

• 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.

SPECIAL SKILLS/TRAINING

• 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.

EXPERIENCE/EDUCATION

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

PHYSICAL REQUIREMENTS

• Ability to sit or stand for long periods.

WORKING CONDITIONS

• 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.

BENEFITS

• 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 and paid time off

About Wilco

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 from 2012 - 2023. We are dedicated to our team and attribute this distinction to them. Hiring Veterans / Military Friendly

Wilco is an Equal Opportunity Employer. We recognize and encourage the valuable and enriching contribution that people from all backgrounds and experiences bring to our organization. As a values-based cooperative, we believe all individuals should be treated on the basis of merit without prejudice.

• Employment is contingent upon the successful completion of a drug screen and criminal background check, consistent with applicable law.

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