eCommerce Customer Service Representative Loc: Acton, MA Requirements Key Responsibilities: Answer general customer inquiries via email, phone, chat, social media, including but not limited to returns, missing package claims, processing orders, shipping information, coupon adjustments, stores inquires, follow up until inquiry is closed. Assist customers with missing or lost packages opening claims with UPS or USPS as needed. Review orders on a daily basis for possible store assignment issues for fulfillment, address issues, and fraud issues. Communicate with Stores to ensure timely fulfillment of e-commerce and store concierge orders. Adhere to thepaperstore.com policies while keeping customers happy. Investigate customer concerns about product depictions online, such as inaccurate images or product descriptions and making corrections as needed. Manage customer accounts including assisting customers with information regarding their order history, returned shipments, order status, and all other standard requests received by thepaperstore.com website and stores. Work within e-commerce system admin dashboard to access client and order information. Maintain customer service log, tracking all incoming inquiries and detailing out customer requests, product defects, shipping errors, etc. Aggregate and report on customer service trends quarterly to sales, technology, design, and merchandising. Work with Operations to address and resolve store issues. Assist with technical support with website problems, including talking customer through any difficulties, placing orders on behalf of customer when necessary and notifying e-commerce manager of recurring technical issues. Work together regularly with the e-commerce team to exchange and execute ideas on how to improve The Paper Store brand. All other duties as assigned.
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