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    E-Commerce Customer Service Representative - Gardena, United States - Marukai Corp.

    Marukai Corp.
    Marukai Corp. Gardena, United States

    3 weeks ago

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    Description


    Work Location: 1620 W Redondo Beach Blvd, Gardena, CA 90247

    Job Responsibilities:
    • Delivers outstanding customer experience.
    • Establishes clear expectations for balancing in-store customer service and completing online orders.
    • Monitors in-store and online customer flow; assigns customer service-related and online order completion tasks balancing the needs of all customers.
    • Ensures an effective and efficient response to customer questions, requests, and/or concerns via email, phone, chat, or social media.
    • Provide product information and recommendations to customers.
    • Collaborate with other departments, such as shipping and billing, to ensure timely and accurate order fulfillment.
    • Manage and coordinate shipping operations, including overseeing FedEx, USPS, and other shipping carriers for picking up packages.
    • Communicate with shipping carriers and customers regarding shipping schedules, tracking information, and delivery updates.
    • Maintain accurate records of customer interactions, transactions, and shipping activities.
    • Identify and escalate complex issues to E-commerce Department Manager.
    • Stay up to date with product knowledge and industry trends to provide excellent customer service.
    • Meet and exceed customer satisfaction goals and performance metrics.
    • Continuously Improve customer service processes and procedures.
    • Other signed tasks.
    Requirements

    Requirements
    • Prior E-commerce customer service experience.
    • Demonstrated ability for phone, email, online posting, online respond with clear wording, accurate explanation, and timely fashion.
    • Ability to perform task management, balancing dynamic customer flows.
    • Excellent interpersonal, motivational, collaboration and customer relationship skills.
    • Strong problem-solving and decision -making abilities.
    • Effective time management skills
    • Ability to multitask and prioritize tasks.
    • Detail-oriented and accurate data entry
    • Experience with CRM and ticketing systems
    • Familiarity with E-commerce platforms and order workflows.
    • Ability to convince someone to agree with our point of view.
    • Good self-learning and self-motivated
    Language Ability:
    • Speak, Read, and Write English in a professional manner is must
    • Japanese/English or Spanish/English bilingual skill would be plus
    Work Environment:
    • Indoor (Artificial Lighting; Air Conditioned)
    • Outdoor (Store parking area, and/or travel between stores)
    • Exposed to prolonged screen time from mobile devices and computer screens
    • Noise Level is moderate
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