Customer Service Associate – eCommerce in Hoffman Estates, IL at Sears Auto Center

Date Posted: 7/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    3333 Beverly Road
    Hoffman Estates, IL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 931394BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Customer Service
Store ID: 58490: Sears Roebuck & Co.

Customer Service Associate - eCommerce

Sears Auto Center is expanding its presence in the eCommerce space and is looking for associates to help us grow this essential part of our business. We are hiring hard workers with caring personalities to join our eCommerce customer service team. This team is responsible for delivering white-glove service to online customers and ensuring their interactions with Sears Auto Center are WOW experiences. In addition, this team will perform the back office duties for managing our eCommerce business.

Job Requirements

Primary Responsibilities:
-Provide superior customer service by answering customer emails, phone calls, and messages received through the online portal. Ensure questions, concerns, and issues are quickly resolved and handled to the customer's satisfaction.
-Manage post-sale customer feedback received on eCommerce site. Monitor buyer feedback, resolve negative experiences by contacting the customer to make the situation right, and post responses as appropriate.
-Manage eCommerce seller portal to ensure incoming orders are quickly assigned to auto centers and are fulfilled within required timeframes.
-Assist auto centers with customer appointment scheduling.
-Facilitate customer returns by working with stores and centralized return center to receive returned product into inventory, immediately refund customer payment, and ensure seller portal is updated to reflect return status.
-Assist with monthly billing and A/R process

In addition to the primary responsibilities outlined above and as time allows, this associate may have the opportunity to be involved with the following activities:
-Manage customer feedback received on social media.
-Support local marketing efforts.
-Assist with Commercial billing/payment processing.
-Support administrative activities related to auto center operations.
-Other responsibilities as defined by management.

-Ability to provide superior customer service. Prior experience in working in customer service role is highly preferred.
-Speak clearly, pleasantly, and politely to customers on the phone; write clearly, pleasantly, and politely to customers via email/messaging
-Ability to handle multiple requests at once
-Highly organized
-Flexible with changing priorities
-Strong computer skills with ability to learn and understand new computer systems such as Sears Auto Center's point of sale system, eCommerce seller portals, etc.
-Highly dependable and trustworthy

#Stores, #Automotive