eCommerce Customer Care Service

Company: Zenith Home Corp

General Information
US-DE-New Castle
N/A
Not Specified
Full-Time
Not Specified
Not Specified
False
False
Job Description

ZHC is a market leader in bathroom consumer products such as shower rods, medicine cabinets, storage and organization, fashion bath textiles and hard goods.  Our products can be found in all major retails stores and eCommerce outlets.

We are within commuting distance from Maryland, Pennsylvania and Southern New Jersey. ZHC offers a competitive health care benefits package, a 401(k) plan/match, short term disability insurance, flexible spending accounts, voluntary life, hospital, and accident insurance as well as paid vacations and holidays, employee discounts among other fringe benefits. 



Experience

Two years customer service experience in eCommerce, call center, or consumer products environment.

Training and Specialized Knowledge

Knowledge of principles and processes for providing eCommerce and call center customer care is required.  Position requires being extremely courteous, honest, responsible, team player, and fulfilling position obligations in a timely manner. 

MS Office suite including MS Excel and Word with intermediate to advanced proficiency required.  Knowledge of Bazaarvoice and JD Edwards a plus.

 

 

 

 


Specific Duties and Responsibilities

  • Answers retail partner’s eCommerce questions or online review comments and provides resolution for product complaints and product information by researching, responding, and following up with customers in a timely manner. 
  • Judges when specific issues require additional assistance or should be elevated to supervisor.  Promptly informs supervisor of customer complaints or claims for resolution.
  • Courteously greets customers via telephone to assist customers with order processing, product information, pricing, shipping information, and general product assembly guidance/ information.
  • Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicated changes to the appropriate personnel/departments.
  • Generate sample request forms for prompt replacement part shipment to customer
  • Processes manual orders through the Zenith’s platform software, and administers electronic orders when necessary.
  • Coordinates with shipping department on order status and tracking information of shipments.
  • This job description does not imply that these are the only duties to be performed by this employee.  The incumbent in this position will perform such other tasks as may be required for the effective operation of the Customer Service Department upon the request by his/her supervisor.

    Education

    High School degree required; associates degree preferred from an accredited university or college. An equivalent combination of education and experience is also acceptable.

    Equal Opportunity Employer and Drug Free Workplace

    Visit us on LinkedIn: https://www.linkedin.com/company/109690/

    Job Requirements

    Core Competencies

    • Accountability
    • Written and Oral Communication Skills
    • Conflict Resolution Skills
    • Ethics/Integrity
    • Customer Care
    • Product Knowledge/Technical Skills/Product Assembly
    •  

    Education

    High School degree required; associates degree preferred from an accredited university or college. An equivalent combination of education and experience is also acceptable.

    Equal Opportunity Employer and Drug Free Workplace