Newegg Inc.

Customer Support (Ebay and B2B)

US-CA-Whittier
2 weeks ago
ID
2017-3947
Category
Customer Service/Support

Purpose Of The Job

To service our eBay & B2B customers

Responsibilities/Duties

  • Assist customers with orders placed through Newegg’s eBay store. Typical issues include RMA requests, providing order status and filing shipping claims.
  • Resolve and respond to customer disputes filed with eBay, regarding an order placed through Newegg’s eBay store.
  • Assist our internal departments with issues with order placed through Newegg’s B2B website. Typical issues include RMA requests, payment and verification issues and filing shipping claims.
  • Maintain a 24 hour response time to our B2B customers.
  • Issue RMAs for the RMA department in Canada for situations such as refused or undeliverable packages.
  • Provide invoices when our RMA department needs them to take advantage of warranty.
  • Issue Purchase Orders for Canadian B2B customer.
  • Backup Agent Support Desk, as needed. Support Desk Agents are tasked with assisting Customer Service Representatives with escalated situations, exception approvals, and any additional assistance that our agents require. Agents are also expected to assist with Tier 2 and escalated contacts, following department expectations.
  • Other duties as assigned

Minimum Requirements & Special Attributes

  • High School diploma or GED.
  • Newegg Customer Service Experience.
  • Knowledge of B2B process and procedures with experience & confidence using B2B Portal.
  • Very strong written communication skills.
  • Excellent attendance and dependability.
  • Negotiate with customers and make decisions for exceptions to Customer Service policies and procedure, including the areas of returns, claims and price-matching.
  • Must be self-directed and effective working independently, yet equally comfortable contributing in a team environment
  • Excellent listening skills and patience

Essential Mental and Physical Functions

Decisions generally affect own job or specific functional area. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines

Physical Functions:
Sitting required 80% of the time. Walking and standing required 10% of the time. No heavy lifting required.

Equipment Used

Standard office and computer equipment including MS Office software.

Work Environment

Cubicle office environment.

Supervisory Responsibilities

None.

Language Skills

Must be able to speak, read, write and comprehend English.

Travel Requirements

Travel is not required.

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