ECommerce Customer Service Representative

Lehmans Hardware; Dalton (OH); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Paid orientation

Training

Paid holidays

Paid vacation

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

401(k)

Job summary

Lehmans is seeking an Ecommerce Customer Service Representative to provide direct inbound support by phone and email across our ecommerce channels. This in-person, full-time role involves coordinating with the CS team, warehouse, and buyers to ensure accurate orders, tracking, and returns, while maintaining a professional, empathetic customer approach.

The position values strong communication and basic computer skills, with opportunities for paid orientation, training, and a comprehensive

Qualifications

• Education: High school diploma or equivalent (required)
• Experience: At least 1 year of customer service experience (preferred)
• Technology: Basic computer knowledge (preferred)
• Communication: Good written and verbal communication skills

Responsibilities

• Provide direct inbound customer service by phone and email for ecommerce consumers.
• Respond to customer questions, comments, and concerns, and assist customers in placing orders.
• Convey a professional and helpful image, with an attitude of thankfulness and empathy toward every customer.
• Work with the Customer Service team, warehouse personnel, and buyers to provide top-notch customer service from the front end to the back end.
• Support order listing accuracy, order placement, order tracking, and the processing of order returns.
• Suggest process improvements that support service quality and efficiency.
• Learn the online marketplace structures and ordering system in place.

Skills

Customer service

Communication

Basic computer skills

Education

High school diploma or equivalent

Job description

• Job Category Customer Service, Lehmans
• Employee Type Full Time
• Manage Others Yes

Description

Ecommerce Customer Service Representative

Front-line service for our customers across every marketplace and channel

SCHEDULE

• 40 hours per week, M-Sa, with a day off during the week

WORK ARRANGEMENT

• In-person position, Hourly

lOCATION

• *Offices in each location

TEAM

• Ecommerce Customer Service

COVERAGE

• Multiple brands and Ecommerce channels

REPORTS TO

• E commerce Customer Service Manager

The Ecommerce Customer Service Representative is a collaborative team member helping to pr ovide day-to-day, high-quality service across multiple brands and channels . A team member in this role must have strong com munication skills, com puter skills and a passion for learning. The position requires regular in-person presence and the flexibility to attend training sessions between locations based on team and business needs.

We offer paid orientation and on-the-job training, as well as paid holidays. Benefits available to full-time employees include paid vacation, medical, dental, vision and life insurance, short-term disability coverage, and a 401(k) retirement plan.

HRM Enterprises is a family-owned and operated company with deep roots in the local community. Our flagship store, Hartville Hardware, has served customers since 1947 and has grown to become the largest independently owned hardware store in the United States. Lehman’s, our other primary retail brand, has been serving customers since 1955.

Although our customers span the country, we remain a local, homegrown company that values a welcoming, family-oriented atmosphere and a strong team environment. Learn more about us and the products we offer at www.hartvillehardware.com and www.lehmans.com .

Primary Responsibilities

Customer Service

• Provide direct inbound customer service by phone and email for ecommerce consumers.
• Respond to customer questions, comments, and concerns, and assist customers in placing orders.
• Convey a professional and helpful image, with an attitude of thankfulness and empathy toward every customer.

Order Support and Cross-Department Coordination

• Work with the Customer Service team, warehouse personnel, and buyers to provide top-notch customer service from the front end to the back end.
• Support order listing accuracy, order placement, order tracking, and the processing of order returns.
• Suggest process improvements that support service quality and efficiency.
• Learn the online marketplace structures and ordering system in place.

Other duties as assigned

Critical Skills and Attributes for Success

Technology Skills: Basic computer understanding and a willingness to learn the online marketplace structures and ordering system in place.

Communication: Able to communicate effectively by phone, email, and in person with management, team members, and customers, conveying a professional and helpful image. With customers especially, an attitude of thankfulness and empathy is important.

Judgment: Good problem-solving skills and the ability to think on your feet.

Self-Motivated: Holds themselves accountable, takes initiative, takes pride in their work, and strives for continuous improvement.

Qualifications

Education: High school diploma or equivalent (required)

Experience: At least 1 year of customer service experience (preferred)

Technology: Basic computer knowledge (preferred)

Communication: Good written and verbal communication skills

Language:

English : must be able to communicate fluently and understand the English language, utilizing any and all forms of communication (written, verbal, visual, etc.)

Attributes:

Teachable, and embodies the values of HRM Enterprises:

We do whatever it takes

We give more than is expected

We are long-term focused

Physical Skills & Requirements

Physical skills which include but are not limited to:

Motor Skills : the ability to use fine and gross motor skills to complete projects (example: to use a telephone and computer)

Dexterity : skill of being able to use hands, feet, eyes, body in coordination with each other to complete a given project or task

Safety : the ability to observe gauges, dials, or other indicators, whether analog or digital, to make sure appliance is working properly

Requirements:

The following physical requirements will be conditions in which CSRs may find themselves during a normal work day /week/month. These physical requirements can be considered continuous (90-100%), frequent (40-89%), occasional (11-39%) or rare (less than 1-10%), and can be any combination thereof during a work assignment/project.

Stationary Position

Ability to remain in a stationary position for extended periods of time in a controlled, indoor environment to answer telephones, work on computer, or work on other projects

Ability to move about inside and outside of the work area. Ability to maneuver and transverse over varying heights and mediums of walkways, paths, work areas etc. safely

Ability to ascend/descend stairs.

Position

Ability to position self and move about in confined spaces or work areas

Additional Skills

Additional skills include but are not limited to:

Time Management : the ability to manage one’s own time and prioritize projects

Stress Tolerance : accepting criticism and dealing calmly and effectively with high stress situations

Initiative : willingness to take on responsibilities and challenges

Attention to Detail : thorough in completing work tasks

Cooperation : being pleasant with others and displaying a good-natured, cooperative attitude

Independence : self-guided, ability to work with little or no supervision and complete tasks/projects; closely related to Initiative and Work Ethic

Adaptability/Flexibility : being open to change (positive or negative) and to considerable variety

Mental Skills

include but are not limited to:

Critical Thinking: the act of using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems

Computation: the act, process or method of using/performing calculations

Analytical: the ability to process information in a logical way

Communicative: the ability to interact with and relay pertinent information to a variety of individuals in a variety of ways (written, verbal, visual, etc.)

Technical/Electronic Skills, which include but are not limited to:

The ability to learn and correctly operate a personal computer for business purposes

The ability to learn and correctly operate a credit card reader

The ability to learn and correctly operate a computer to enter customer information, email, business correspondence

Read, respond and relay to team member news, policies, updates, etc.

The ability to learn and correctly operate various computer software programs directly pertaining to the ability to perform one’s job appropriately. Software includes: Microsoft AX, Word, Excel, Outlook, Google Docs, Call Center Software

Scheduling

Must be willing and able to work assigned shift/schedule/provisory period as defined by supervision based on staffing needs

Must be able to provide reliable transportation for self to and from assigned worksite(s)

Must be willing and able to maintain proper attendance and punctuality standards

Must be reliable, responsible, and able to fulfill all employment obligations