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E-Commerce Customer Care Representative
Ref No.: 18-00014
Location: Alexandria, Virginia
Position Type:Direct Placement
Job Description:
Our company is currently looking for an e-commerce customer care representative to provide support to the customers of the E-commerce Order Processing Program. 

Responsibilities include, but are not limited to the following:
Processes manual orders through the Oracle platform and administers electronic orders when necessary.
Answers customer calls and provides resolution for order status, order and product complaints, product return authorization, product information, current pricing to include RFQ, and answers questions pertaining to the E-commerce Program.
Coordinates with associated agencies, SourceAmerica CRPs, and wholesalers on order status and tracking information of shipments.
Promptly greets customers via telephone to assist customers with website registration, order processing, product information, pricing, shipping information, and general e-commerce program information.
Reviews, accepts and processes manual orders received by email, and fax from customers placed by GSA Regional buyers, TSA buyers, and other channels. Performs purchase order reconciliation as necessary.
Addresses customer complaints by researching, responding, and following up with customers in a timely manner. Issues are forwarded to supervisor if they cannot be resolved at the immediate level.
Coordinates with wholesalers, NIB agencies, and SourceAmerica CRPs on orders and shipment status. Obtains tracking info from UPS/FedEx and motor carriers as necessary
Provides Proof of Delivery (POD) upon request from customer.
Provides invoices via email or fax to customer upon request.
Judges when specific issues require additional assistance or should be elevated to management. Promptly informs supervisor of customer complaints for resolution.
 
Required Skills:
2+ years of experience in customer service in an E-commerce call center or retail environment; data entry and/or order processing
High School Diploma
Associates Degree preferred
Knowledge of principles and processes for providing customer and personal services
Exceptional organizational, and communication skills.
Requires being reliable, responsible, and dependable, and fulfilling obligations
MS Office suite including MS Excel, Word and Outlook intermediate to advanced proficiency required
Previous experience working with basic accounting concepts and familiarity with accounting software is helpful.
 
Desired Skills:
Experience/background with Oracle is highly desirable but not required. Proficient in use of adaptive technologies including JAWS with Open Book and/or Zoom Text magnifier.
Business Communications