eCommerce Customer Support Advocate Job at First Quality
First Quality was founded in 1989 and has grown to be a global privately held company with over 4,000 employees. Its corporate offices are located in Great Neck, New York, with manufacturing facilities and offices in Pennsylvania, South Carolina, Georgia, and Canada. First Quality is a diversified family of companies manufacturing consumer products ranging from Absorbent Hygiene (adult incontinence, feminine care, and baby care), Tissue (bath and towel), and Industrial (print and packaging materials), serving institutional and retail markets throughout the world. First Quality focuses on private label and branded product lines.
We are seeking an eCommerce Customer Support Advocate for our First Quality Consumer Products located in Lewistown, PA, McElhattan, PA or Lock Haven, PA. The eCommerce Customer Support Advocate is an essential member of First Quality’s growing Direct-to-Consumer (D2C) segment. The eCommerce Support Specialist is an action-oriented role where flexible problem-solving is required to assist D2C customers using a variety of software tools to navigate customer accounts, research questions, problem solve, and communicate effective solutions in a fast-paced environment.
Primary responsibilities include:
- Provide friendly, efficient, and accurate solutions for customers through live chat and e-mail with the goal of customer loyalty and increased business sales
- Assist customers with order related inquires including cancellations, returns, replacements, and subscriptions
- Collaborate with eCommerce and marketing teams on system testing, diagnosing problems, and enhancement projects
- Manage and document customer feedback and provide reporting on KPIs
- Seek out new opportunities to improve the First Quality D2C experience
The ideal candidate should possess the following:
- Strong understanding of First Quality Brands and product segments
- Experience in a customer-facing role
- Intermediate understanding of eCommerce logistics and fulfillment preferred
- Prior exposure to warehouse management systems or related technologies preferred
Skills/ competencies requirements:
- Ambition to learn and grow
- An internal drive to succeed
- Ability to work on a team and independently
- An entrepreneurial spirit
- Critical thinking and problem-solving skills
- Desire and ability to work in a fast-paced environment
- Strong written and verbal communication
First Quality is committed to protecting information under the care of First Quality Enterprises commensurate with leading industry standards and applicable regulations. As such, First Quality provides at least annual training regarding data privacy and security to employees who, as a result of their role specifications, may come in to contact with sensitive data.
First Quality is an Equal
Opportunity/Affirmative
Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identification, or protected Veteran status.
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