E-Commerce Helpdesk Specialist — Customer Care & Orders

Roche Bros. Supermarkets; Mansfield (MA); On-site; USD 25,000 - 32,000; Full time

Job summary

Roche Bros. Supermarkets seeks an E-Commerce Helpdesk Associate to serve as the frontline for our online platform at corporate office or retail stores in Massachusetts.

You will handle calls, emails and chats, assist customers with placing and modifying orders, and troubleshoot issues to ensure a smooth shopping experience. Ideal candidates have strong English skills, a customer-service mindset, and knowledge of Microsoft Office.

Qualifications

• Must be at least 18 years old with a high school diploma or equivalent.
• Must be able to read, write and speak English proficiently.
• Have a strong customer service orientation, focused on the quality of the customer experience.
• Strong communication skills, both verbal and written.
• Possess proficient knowledge of e-commerce. Knowledge of in-store operations preferred.
• Proficient with computer applications, including Microsoft Office and data entry.
• Successful completion of pre-employment/promotion drug screen and or criminal background check. Timeline must fall within company guidelines.
• You are extremely organized and exceptionally detail oriented, with the ability to multi-task.
• You can operate autonomously and have a “get stuff done” mentality.
• You have a passion for cross-functional collaboration and alignment.

Responsibilities

• Handle incoming calls, emails and chat messages, providing professional and courteous assistance. Address questions, concerns and feedback promptly and efficiently.
• Order Management: Assist customers with placing, modifying, or canceling their grocery orders. Ensure accurate order entry and payment processing.
• Possess in-depth knowledge of our products, promotions, and services to effectively direct customers.
• Troubleshoot and resolve customer issues related to order fulfillment, payment, delivery, and other inquiries. Collaborate with other departments when necessary to provide prompt solutions.
• Address and de-escalate customer complaints or dissatisfactions professionally, aiming to turn a negative experience into a positive one.
• Identify and elevate priority issues to the appropriate resource.
• Maintain clear and effective communication with customers and team members, ensuring all information is accurately conveyed and documented.
• Follow company policy and best practices for e-commerce operations (i.e. completing the check-out process, providing refunds/credits to customers).
• Collaborate with other helpdesk associates to share knowledge and best practices, fostering a collaborative work environment.
• Work with the other teams (accounting, IT, sales, etc.) to stay up-to-date on the day to day business operations.
• Practice the “Golden Rule” and work well with all associates as a team.
• Work in a style that is Respectful, Supportive, and Team-oriented (RSTO).
• Any other duties as assigned by the department manager or Director of E-Commerce.

Skills

Customer service

Communication skills

English proficiency

E-commerce knowledge

Data entry

Microsoft Office

Attention to detail

Organizational skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Roche Bros. Supermarkets seeks an E-Commerce Helpdesk Associate to serve as the frontline for our online platform at corporate office or retail stores in Massachusetts.

You will handle calls, emails and chats, assist customers with placing and modifying orders, and troubleshoot issues to ensure a smooth shopping experience. Ideal candidates have strong English skills, a customer-service mindset, and knowledge of Microsoft Office.