SUMMARY OF POSITION:

The Ecommerce Support Coordinator is responsible for delivering exceptional customer support while managing order processing, returns, credits, marketplace support, and content coordination across B2C and retail marketplace channels. This role ensures accurate and timely order fulfillment, issue resolution, and cross-functional collaboration with warehouses, marketing team, and Ecommerce sales team.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as the primary point of contact for B2C and Walmart Marketplace customer inquiries via phone and email, addressing questions related to orders, tracking, cancellations, address changes, pricing, subscriptions, and loyalty program.
• Investigate and resolve customer and marketplace order issues, including failed transactions, missing items, delivery problems, and complaints.
• Create, manage, and follow up on Walmart service tickets to ensure timely resolution and customer satisfaction.
• Process and manage B2C and Walmart Marketplace customer orders, including phone orders, order releases, and coordination with warehouses for fulfillment.
• Monitor order status across B2C and marketplace channels, follow up on delays, and redirect orders based on inventory availability.
• Process B2C and Walmart Marketplace returns, credits, claims, and shipping issues, including managing return labels, and coordinating replacements.
• Research and resolve payment disputes for B2C and Walmart Marketplace, including filing and managing disputes through marketplace platforms.
• Maintain accurate customer, transaction, and dispute records and documentation.
• Audit, update, and manage product content across retail and marketplace channels, including reporting on content performance and activity.
• Manage B2C system access controls such as blocking/unblocking emails and Ips.
• Support the Ecommerce Key Account Manager by placing account orders, issuing credits and call tags, providing tracking updates, and assisting with ongoing account needs and requests.
• Provide backup support for team members and assist with team initiatives.
• Perform additional duties as assigned.

REQUIREMENTS:

• Education: Bachelor’s degree preferred, or equivalent work experience
• Requires the ability to read and follow instructions.
• 1-2 years’ experience in a customer service setting and data entry experience, preferably in a call center environment.
• Requires proficiency in Microsoft Office products including Excel, Word, Access and Outlook are required.
• Excellent phone presentation skills and communication skills.
• Ability to work in fast-paced, call center environment.
• Proven ability to work alone following policy, procedure and practice.
• Experience researching and analyzing customer issues strongly preferred.
• Must be 18 years of age or older.
• Ability to be a positive team member.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle or feel, reach with hands and arms, and talk and hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.

KNOWLEDGE,SKILLS and ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service – Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
• Written Communication – Writes clearly and informatively; Able to read and interpret written information.
• Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
• Ethics – Treats people with respect; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values.
• Strategic Thinking – Adapts strategy to changing conditions.
• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly
• Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability – Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.