Warehouse Customer Associate

Mission

4-H believes in young people and giving all youth equal access to opportunity. For over 100 years, 4-H has supported the next generation of true young leaders. National 4 H Council (Council) is committed to providing leadership and resources so that 4 H programs are available to youth across the U.S. As the nation’s largest youth development organization, 4-H grows confident young people who are empowered for life today and prepared for a career tomorrow. Our team is dedicated to helping kids—nearly 6 million every year—achieve their boldest dreams, empowering them and their communities through programs in STEM, Agriculture, Healthy Living, and Civic Engagement. The 4-H experience consistently results in youth being 2x more likely to excel in school, 4x more likely to act in their communities, 2x more likely to make healthier choices, and 2x more likely to pursue STEM education or careers. Together, we can create #opportunity4all. 

Position Summary

Reporting to the Manager, eCommerce Operations, the eCommerce Customer Experience Associate is responsible for processing orders for merchandise received online via mail, telephone, email, or other means. This position handles various routine and moderately complex customer service orders and will also be expected to provide outstanding customer service. This position may occasionally help with picking warehouse orders and building inventory kits as needed.

Responsibilities:

Customer Order

• Process orders in Shopify and MAS 500 (business accounting software) to determine the total cost for customers’ orders; and verify and validate orders.
• Respond to customer complaints quickly and coordinate with the Supply Chain Manager, Warehouse Manager, - Manager, eCommerce Operations and Director or VP of eCommerce Operations on solutions as needed.
• Determine billing and shipping requirements by working with customers.
• Respond to order inquiries, delivery dates, shortages, exchanges, damaged items, and special requests. Proactively inform customers of unit prices, shipping dates, anticipated delays, and any additional information that may be needed.
• Encourage customers to consider adding to their order for volume discounts.
• Compute prices, discounts, and shipping charges as required.
• Answer questions on how a product operates or direct the appropriate representative to assist them.
• Process sales quotes promptly.
• Process and send custom orders to vendors; and process and send gift certificate orders as needed and requested.

Customer Experience

• Build sustainable relationships of trust and ensure customer satisfaction through open and interactive communication and professional customer support.
• Help customers navigate the -Shop 4-H website, answer questions regarding products and online discounts or promotions. Reset passwords for online accounts.
• Report customer complaints or issues to management as appropriate.
• Work with accounting to issue credits and reports.
• Resolve product or service problems by clarifying customer’s complaint by determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment.
• Consult with the distribution center, vendors, or common carrier to expedite or trace missing or delayed shipments.
• Respond to all email inquiries within 24-48 hours.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Follow communication procedures, guidelines, and policies.

Shipping & Billing

• Issue shipping return labels for damaged, defective, or incorrect products.
• Create no-charge shipments for customer replacement orders.
• Prepare invoices and statements for submittal to Accounts Payable Manager.
• Work with Accounts Payable Manager to resolve any billing issues.
• Send outstanding invoices via email.
• Provide back-up support to the warehouse team as needed to pick customer orders and build inventory kits.

Required Minimum Qualifications

• High School Diploma
• 1-3 years of customer service experience.
• Preferred Qualifications
• Proficiency in MS Office applications (Word, Excel, Powerpoint, and Outlook)
• Experience in an eCommerce environment preferred.
• Able to perform in a team-oriented environment.
• Detail-oriented personality.
• Strong Customer Service skills.
• Requires strong phone contact skills, communication skills, problem-solving, the ability to prioritize and multitask.
• Fluency in English language, both written and verbal
• Shopify or other eCommerce database experience preferred.
• MAS 5000 or other business accounting software experience preferred.
• Ability to work cross-functionally.

Travel Requirements: Travel may be necessary up to 10% of the time (local, regional, national). Would require travel by air, car, or rail.

ADA Requirements: This job operates in a nonprofit office or warehouse environment. The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines.
• Primarily a passive role; however, some filing is required.
• May require the ability to lift files, open filing cabinets and bend or stand as necessary. 
• Basic math skills needed to calculate formulas, commissions, discounts, etc.
• Must be able to lift to 20 pounds.

Disclaimer

This position description indicates, in general, the nature and levels of work, knowledge, skills, abilities, and other essential functions (as covered under the Americans with Disabilities Act) expected of an incumbent. It is not designed to include or contain a comprehensive listing of activities, duties, or responsibilities. An incumbent may be asked to perform other tasks as needed.