e-Commerce Customer Experience Representative-Part Time (Hybrid) 3p-7p - Benjamin Moore & Co

At Benjamin Moore, we empower our team members to achieve their goals and make a positive impact in our communities. We offer a rewarding and inspiring work environment that fosters creativity, collaboration, and a strong sense of camaraderie. Our culture of excellence and transparency encourages our colleagues to bring their authentic selves and unique perspectives/ideas every day. With 140 years of rich history behind our brand, we know that our people are the driving force behind our success. We believe in investing in our colleagues by offering work-life balance, competitive/ benefits, ongoing learning/continuing education, and skill development. Through a positive and engaging workplace, we facilitate growth, development, and fulfillment for all. 

Join us and be a part of a brand that inspires creativity, innovation, and passion in support of locally-owned stores around the world.

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Overview:

Our Customer Experience team represents the Benjamin Moore brand by providing excellent customer service while developing relationships with both internal and external customers. You’ll get to know our brand inside and out and make sure that the voice of the customer is heard throughout the company. As an eCommerce Specialist, you will be expected to provide concierge-level customer service; a white-glove level of service designed to elicit next-level customer loyalty for all customers interacting with Benjamin Moore from our digital channels.  You will be the first point of contact between guests to our sites and our organization. To achieve our customer experience expectations, the ideal candidate will provide the highest quality service and information, using all technological resources available. 

Responsibilities:

• Owns the Call - Fosters a sense of commitment and responsibility to each customer whether internal or external.
• On the front lines with our "digital" end-users, acting as the voice of Benjamin Moore.
• Responsible for remaining current on all platforms used to conduct digital sales and online customer interactions.
• Expertise in Benjamin Moore product portfolio, color tools and competitor products.
• Provide information to end-users regarding Orders, Delivery, product availability, Pricing and Promotions.
• Provide retailer support for their online activities
• Serve as oversight for end-customer programs that involve a pick-up-in-store element.
• Obtain and evaluate relevant information to handle inquiries and complaints and either resolve customer issues or properly escalate.
• Responsible for delivering consistently excellent customer service over the phone and in writing, navigating systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries, and documenting problem resolution.
• Utilize CRM to capture contact information and feedback.
• Embraces change and applies new training knowledge on a regular basis.
• Meets individual monthly business targets and team service level goals pertaining to incoming & outgoing calls, emails, and chat.
• Prioritize and manage multiple tasks simultaneously in an office environment with aggressive deadlines.
• Handle overflow requirements for retailer order processing.
• Other duties as assigned

Qualifications:

• Minimum of 2-year customer contact center experience or consumer goods direct support preferred.
• Must have a service oriented mindset and be capable of making every guest feel valued.
• Previous SAP and SAP Commerce/Hybris experience preferred.
• Demonstrated ability to prioritize and perform multiple tasks.
• Good organizational skills; detail oriented; self-starter.
• Excellent verbal, written and telephone communication skills.
• Basic knowledge of Windows, MS Office Suite, and Internet Explorer required.
• Must be able to work in a team environment.
• Ability to work occasional overtime and weekend shifts required.
• Effective problem solving skills.
• Expertise in contact center operations, software and processes along internal tools and operating systems.
• Basic product knowledge.
• Understanding of the retail paint business.
• Ability to analyze situations and identify opportunities for success.
• Effective decision making and problem solving skills.
• Must be self-motivated and driven.
• Effective time management skills.
• Flexibility in adapting to changing situations.