E-Commerce Customer Support

Position: E-Commerce Customer Support

Start Date: [Enter Date]

FFLSA Status: Non-Exempt Position Status: Full-Time ☒ Part-Time ☐

Temp Status: Yes ☐ No ☒ Shift: Day ☒ Night ☐

Union Status: Yes ☐ No☒

(Scheduled workdays)

Sun ☐ Mon ☒ Tue ☒ Wed ☒ Thu ☒ Fri ☒ Sat ☐

(Scheduled work hours)

Start Time: ____ : ____ AM / PM End Time: ____ : ____ AM / PM

Report To: Brook Blanchard

Support MTC Kitchen E-commerce Marketing development and Customer Support by working directly with the Senior Manager and his/her team.

Responsibilities:

• Assist with MTC Kitchen HOME page/product management
• Work on Product Page Optimization (Create new product pages with SEO tips, Researching items descriptions
• Take photos for additional requirements (measuring product dimensions)
• MTC Kitchen HOME New letter creation using OMNI send
• Assist with E-Commerce Platform integration: Facebook, Instagram integration with Big Commerce, Shopify
• Project and Setup Promotions, Email Marketing, Advertisement, Social Media Upload, and arrange Interviews for the media section
• Enter customer orders from Shopify into S2K.
• Provide logistic support after order entry (ex. S2K ship-to update, delivery notification email)
• Support MTC Kitchen Home customers via Email, Phone including Technical Issues, YOTPO questions
• Respond to customer calls and inquiries with resolutions regarding general merchandise questions, order troubleshooting, damaged items, return request, missing products or delivery mistakes and product questions
• Update and maintain inventory for both mtckitchen.com and home-ny.mtckitchen.com sites, keep the manual inventory control file up to date
• Big Commerce, Shopify Inventory update
• Communicate with the purchasing team to keep the product catalog up to date, Create or optimize product pages, researching items descriptions, taking photos for additional requirements, measuring product dimensions, managing products eligible for international orders
• Communicate any inventory issues/discrepancies to other related department
• Communicate any post purchase transaction issues to related departments
• Assist with package optimization (Improving packaging, Research the better packaging solution, Packaging cost analyzing)
• Check, navigate and execute Payment processors tasks like refunds, voids, receipts and communicate outcomes with customers
• Research new marketing, ecommerce platform tools
• Perform other related duties as assigned

*Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time; This description reflects management’s assignment of essential functions; it does not restrict the tasks that may be assigned*

Qualifications:

• High School Diploma or equivalent
• Problems-solving skills
• Critical thinking skills
• Strong empathy and interpersonal skills
• Detailed-oriented with excellent organization skills
• Prior related e-commerce fulfillment experience preferred
• Packing and taping customers’ packages neatly
• Strong attention to detail, focused, flexible and communicate with team effectively
• Basic computer skills required
• Must be able to prioritize and accomplish multiple tasks with minimal supervision
• Proficiency with Microsoft Office Suite programs
• Knowledge of culinary industry

Physical Requirements:

• Must be physically able to lift up to 50 lbs. and reach shelves using stepping stool or ladder
• Must be able to stand, walk, bend, reach, and lift frequently throughout the day
• Willingness to comply with company guidelines in reference to appropriate attire
• Willingness to work overtime upon request in order to complete such tasks associated with the company
• Must be able to sit for extended periods of time

Disclaimer Clause:

This job description and specifications are not intended and should not be construed to be an exhaustive list of all job responsibilities, skills or working conditions associated with this job. It is not intended to be an accurate reflection of the principal requirements of the Dispatcher’s position within this capacity.

New York Mutual Trading, Inc, is an Equal Opportunity Employer. The Company seeks to always attract, hire, promote and retain the very best people. Our policy with respect to all decisions affecting terms and conditions of employment is based on merit and is to treat applicants and employees without regard to race, creed, color, citizenship, sexual orientation, gender identity, religion, national origin, ancestry, age, domestic or civil union, or marital status, disability, genetic information, armed forces, and veteran status except where such considerations are bona fide occupational qualifications permitted by law.

The company is committed to providing equal employment opportunities to qualified individuals with disabilities. This may include providing reasonable accommodation where appropriate for an otherwise qualified individual to perform the essential functions of the job. It is your responsibility to notify the Human Resources Department of the need for accommodation.

**In the event that you are hired to work in the position above, all of the above items will be strongly observed during your 90-day probationary period, as well as the duration of your employment here**