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Customer Service Representative
Job Description
We are seeking a highly motivated and detail-oriented E-Commerce Customer Service Representative to support our client's growing DTC business. This role focuses on managing and responding to customer questions and reviews via platforms like Bazaarvoice and major retail portals (e.g., Amazon, Walmart, Target, etc.). You will act as the frontline of our Voice of Customer program, analyzing feedback, escalating concerns, and supporting continuous improvement.
Key Responsibilities:
· Aggregate, analyze, and report on customer feedback to identify trends, pain points, and opportunities for product or service improvements.
· Collaborate with cross-functional teams (Product, Marketing, Quality, etc.) to close the feedback loop.
Retail Portal Management
· Assist in resolving customer questions and issues submitted through retail portals.
· Track and report on review response metrics and customer satisfaction KPIs.
Customer Support
· Respond to inquiries via phone, email, chat, or ticketing systems with a focus on empathy and efficiency.
· Support returns, refunds, and product troubleshooting, ensuring a positive experience.
· Maintain thorough knowledge of company products and policies.
Preferred:
Key Responsibilities:
- Customer Engagement & Review Management
- Monitor and respond to customer questions, reviews, and ratings across retail partner platforms in a timely and professional manner.
- Escalate product issues, safety concerns, or reputational risks as appropriate.
· Aggregate, analyze, and report on customer feedback to identify trends, pain points, and opportunities for product or service improvements.
· Collaborate with cross-functional teams (Product, Marketing, Quality, etc.) to close the feedback loop.
Retail Portal Management
· Assist in resolving customer questions and issues submitted through retail portals.
· Track and report on review response metrics and customer satisfaction KPIs.
Customer Support
· Respond to inquiries via phone, email, chat, or ticketing systems with a focus on empathy and efficiency.
· Support returns, refunds, and product troubleshooting, ensuring a positive experience.
· Maintain thorough knowledge of company products and policies.
Preferred:
- 2+ years of experience in e-commerce customer service or similar.
- Experience with Bazaarvoice, Amazon Seller Central, Walmart Seller Center, or similar retail platforms.
- Familiarity with VoC programs and customer sentiment analysis tools is a plus.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
- Proficiency with CRM systems (e.g., Zendesk, Salesforce) and Excel
- Customer-first mindset and problem-solving attitude.
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About Monroe, MI
Ready to take your career to new heights? Explore job opportunities in the enchanting area around Monroe, Michigan! Nestled in the southeastern part of the state, this vibrant region offers a perfect blend of small-town charm and big-city amenities. With easy access to the stunning shores of Lake Erie and the lush greenery of Sterling State Park, Monroe boasts a unique culture that celebrates history, arts, and outdoor recreation. From catching a show at the River Raisin Centre for the Arts to savoring delicious local cuisine at the renowned McGeady's Town Pub, there's no shortage of experiences waiting for you here. Don't miss the chance to be a part of this thriving community and elevate your career in a region that truly has it all!
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