Responsibilities

• Provide support for Wilco’s Store teams to assist them through the eCommerce fulfillment processes.
• Communicate in writing via email and live chat, and on phone calls to assist customers’ online experience within Wilco Stores core departments of pet, livestock, lawn & garden, hardware and work wear and Hazelnut Growers of Oregon sites.
• Process and update orders from designated e-commerce websites as needed.
• Active listening and verbal communication with customers to represent their voice to our internal teams to improve processes, site usability and help increase website conversion rates.
• Understand ongoing promotions and merchandising team strategies to best facilitate the customer’s experience.
• Collaborate with internal teams to obtain product and company information to answer customer questions.
• Maintain category consistency, create and edit copy to inform website readers and describe products and services.
• Monitor and respond to online customer reviews within Wilco and off-page sites (Examples; Yelp & Google Places).
• Maintain timely and on-brand customer replies on social media channels (Examples; Facebook & Instagram).
• Maintain and update the News & Events feed to Wilco websites.
• Proof digital assets to identify online opportunities or challenges and stay informed on promotions.
• Facilitate the growth of Wilco Family Rewards online linked accounts and the growth of loyalty programs online.
• Provide online content and page layout assistance with the home page and landing pages to benefit website visitors and sales.
• Support the Marketing team relative to all above functions related to the support and management of online customer engagement.
  • And other duties, responsibilities and/or tasks as assigned.

Special Skills & Training

• Ability to work individually and as part of a team.
• Customer service with a focus on problem resolution and building customer loyalty.
• Must have excellent verbal and written skills with an understanding of online reading and product content
• Proficient with MS Office and understanding of web content and online reading.
• Ability to multitask and handle a fast-paced environment.
• Adapt quickly to technology and process changes based on business need.
• Maintain composure and a positive work environment.
• Strong attention to detail and good organizational skills to maintain self-sufficient time management.
• Understanding of e-commerce processes; Woo Commerce experience preferred.
• 3+ years relevant experience within an online or related customer service environment
• 2-4-year degree in Journalism, Marketing, Communications or related field, a plus.
• Background and knowledge with products found in a Farm Store preferred.

Physical Requirements

• Ability to sit or stand for long periods.
• Office indoor environment or remote office environment within a two hour drive of Mt. Angel, Oregon.
• For remote work, must have an ergonomic work space free from distraction to accomplish all job functions.

Last updated: May 14, 2025 @ 15:28:26