Note: The job is a remote job and is open to candidates in USA. Wilco is a retail cooperative seeking a Customer Support Operations Coordinator to support its Customer Care, eCommerce, and Retail Operations teams. The role provides customer service across multiple channels, supports eCommerce fulfillment and loyalty programs, and performs accounts receivable, payment processing, account maintenance, and administrative duties.
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
Skills
- 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
- 3+ years relevant experience within an online or related customer service environment
- Ability to sit or stand for long periods
- 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
- Background and knowledge with products found in a Farm Store preferred
Benefits
- STIP and deferred compensation eligibility
- 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
- Remote office environment within a two-hour drive of Mt. Angel, Oregon, with an ergonomic workspace free from distraction
Company Overview