eCommerce Customer Support Manager jobs in Wichita, KS

_Customer Service Sales Associate _
_ _
Description: The Customer Service Sales Associate is responsible for establishing relationships (by way of phone, email & web-chat) with our customers to ensure their total experience with All Things Barbecue (www.atbbq.com) is nothing short of exceptional – before, during & after the sale.

Job Duties:

• Address customer inquiries Quickly & Competently through whatever forum they interact with ATBBQ. Timely &

Competent answers will quickly endear us to potential & current customers, building trust for future sales.

- Answer phone calls promptly (within a couple rings).
- Reply to emails relating to product inquiries, questions/issues with a current order, returns, etc. in a timely manner. A link to our site, The Sauce, or YouTube channel should always be included when applicable.
- Chat with customers through our website’s chat feature to help find a product or quickly resolve a website issue. Again, a link to our site, The Sauce, or YouTube channel should always be included when applicable.

• Advise & educate customers by providing information on products.

- Maintaining the mindset of being the customer’s “Assistant Buyer” will go a long way in building a strong rapport – allowing us to sell with integrity and confidence.
- We aren’t into “pushy” tactics when selling. Our model is that we carry high quality products (backed by great warranties) and provide exceptional customer support.
- Our desire is to identify a customer’s price point and needs, and then lead them towards the product which best meets that description, rather than pushing our customers into the product that we like the most for ourselves.

• Understand the processes by which web orders arrive & are fulfilled.

- The Customer Service Sales Associate should be committed to becoming an expert at navigating our website, blog & YouTube Channel – this is critical to the success of this position.
- The Customer Service Sales Associate should be aware of what recipe videos & product review videos are being released via the blog, the website, email & social media platforms so as to educate inquisitive customers.

• Finalize Sales through the proper platform.

- The Phone Sales website is our preferred sales platform. However, certain sales will need to be processed through our internal Point of Sale system. Therefore, the customer service sales associate will need a strong competency in both of these platforms in order to adequately facilitate sales & solve customer service issues.

• Facilitate product returns by using our RMA (return merchant authorization) program.

- A Customer Service Sales Associate will need to be able to discern who is responsible for the cost of the return

• Communicate pertinent customer information through our CRM Platform (SalesForce).

- Accurate, detailed, concise customer data is one of the key building blocks of a successful company. A

Customer Service Sales Associate will be committed to inputting their customer interactions into our CRM platform so that everyone in the organization can see a comprehensive picture of a customer’s relationship with All Things BBQ.

• Perform Outbound sales calls to reengage customers.

- During slower seasons, or following a pre-determined call flow, the Customer Service Sales Associate will have opportunities to reconnect with customer’s who haven’t purchased recently, check on their experiences with their particular smoker/grill, and see if they can’t be brought back into making more routine purchases.

• Endeavors to produce a clean work space environment.

• Performs other duties as assigned.

Skills/Qualifications: Listening; Commitment to Education; Commitment to Product Knowledge; Personable;
Dependable; Solid Communication Skills; Strong Desire for Excellence; Self-Starter; Adaptable; Team-oriented; Dexterity over Technology; Must be able to multi-task; Good typing skills – quick, accurate, clear, personal;

Clothing/Appearance Expectations: Clean & presentable shirts; Slacks, Jeans, or Capris (NO Shorts!); Closed-toed &
CLEAN shoes; Good Hygiene (clean/tidy hair, brushed teeth, clean clothing, etc.).

Competitive wages based on relevant experience.
No phone calls, please.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person