E-Commerce Customer Care & Order Specialist

Rocky Brands, Inc.; Nelsonville (OH); On-site; USD 30,000 - 38,000; Full time

Job summary

Rocky Brands, Inc. is seeking a Customer Care Representative to professionally interact with customers via phone, chat, and email, providing superior service and processing orders, backorders, and inquiries.

The role focuses on accurate entry and tracking of orders while guiding customers through product information. Responsibilities include handling inbound calls, order entry, troubleshooting website issues, and converting inquiries into sales.

Qualifications

• Associate's degree or equivalent from two-year college or technical school; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience.
• One (1) to two (2) years of call center experience.
• Intermediate level of skill in Microsoft applications including Word, Excel, PowerPoint, and Outlook; strong experience using web-based service and/or ecommerce tools.

Responsibilities

• Answer inbound and place outbound calls.
• Handle consumer chats and email correspondences.
• Enter orders as needed.
• Acquire a working knowledge of product lines and be able to suggest alternate selections and upgrades as needed.
• Offer feedback to E-commerce department regarding consumer’s experience while interacting with company websites.
• Help to troubleshoot, understand and fully document any web issues before getting it to the correct technical resource for resolution.
• Track any problems or complaints to final resolution within a designated time frame.
• Provide callers with accurate information and/or refers their requests to the appropriate department or responsible person.
• Work to convert call and chat inquiries into sales.
• Process consumer returns as needed.

Skills

Call center experience

Oral and written communication

Multitasking

Microsoft Office

Fast-paced environment

Education

Associate degree or equivalent

Tools

Web-based service/ecommerce tools

Job description

Rocky Brands, Inc. is seeking a Customer Care Representative to professionally interact with customers via phone, chat, and email, providing superior service and processing orders, backorders, and inquiries.

The role focuses on accurate entry and tracking of orders while guiding customers through product information. Responsibilities include handling inbound calls, order entry, troubleshooting website issues, and converting inquiries into sales.