Online Sales Support Representative

Purpose: Providing superior administrative support to the online sales team for the company’s websites.  Audit all orders placed on Shopify to ensure accuracy once inserted into the Storis database.  Responsible for processing payments and refunds that are generated through online sales and customer portal, balancing accounts, schedule delivery/pick up, and investigating fraud.  Provide excellent customer service to both the internal/external customers through a call center phone system. 

1. Processes a high volume of inbound calls, chat feature interactions from website, and other correspondence.
2. Communicates with internal and external customers in a professional, courteous, friendly and empathetic manner.
3. Answers, investigates, follow-up, and/or initiates actions on customer inquiries efficiently, using all customer access channels (phone, web, chat, mail, fax, etc.) , while assuming a high level of ownership for customer satisfaction.
4. Consistently meets or exceeds performance standards for service quality, accuracy and volume.
5. Schedules service and delivery appointments.
6. Maintains accurate files and processes in order to maximize productivity.
7. Performs clerical support as needed.
8. Accurately enters information regarding sales transactions and order information into Storis system.
9. Manage and post sales payments and refunds through the portal, ensuring accurate and timely entry of transactions, reconciling discrepancies, and maintaining detailed records to support financial accuracy and reporting.
10. Analyze and investigate suspicious online sales transactions, and address fraudulent activities, ensuring the integrity of sales processes and protecting company revenue
11. Research all orders that were placed on the website and compare what was inserted into Storis.  If any discrepancy makes necessary changes to order and if applicable notify the customer directly.
12. Regularly balance and reconcile accounts throughout the day, monitoring transactions to ensure accuracy, resolving discrepancies promptly, and maintaining up-to-date financial records to support seamless financial operations.
13. Track missing direct ship items/FedEx tracking on direct ship orders.
14. Send correspondence to previous customers that used website to apply for third-party finance or lese-to-own as form of payment via email, text, or phone calls.
15. Fulfillment of orders in Shopify by comparing completed, void, or open orders in Storis.  Ensure all complete financed orders are fulfilled to initiate the funding process with third-party vendors.
16. Other duties as assigned.

• High school diploma or equivalent combination of education and experience.

• Previous clerical experience preferred

Skills and Abilities:

• Excellent verbal and written communication, and listening skills, with the ability to ask relevant questions and handle stressful situations.

• Basic reading and comprehension skills. 
• Basic numerical reasoning skills.
• Ability to complete paperwork in an accurate, neat and efficient manner. 
• Demonstrated knowledge of software, including Microsoft Office. 
• Excellent organizational skills. 

• Outstanding customer service skills.
• Ability to multi-task in a fast paced working environment.
• Knowledge and demonstrated ability to utilize Storis, Ring Central Phone System, Package AI Routing Software and Company Intranet systems preferred.

Physical Demands:

•  Ability to remain in a stationary position for an extended period.
• Ability to communicate effectively with customers and co-workers.
• Ability to operate relevant equipment and observe details to complete assigned responsibilities.

Schedule:

 Schedule will vary dependent upon business needs, consisting of day, evening and weekend hours

Working Environment:

This position is based out of the Oakwood Store Location.

Some travel to store locations is required on a limited basis.