Responsibilities

• Collorbate with contracted website development and internal Wilco teams to maintain enhancement project timelines within established budgets.
• Assure scoping is completed to the appropriate level for each project so each one has the proper timeline and resources for it to be successful.
• Tests and/or arranges and confirms testing to assure quality assurance of any features or upgrade deplayments to Wilco websites and custom software; including process testing, updates, training and communication to stakeholders.
• Maintain website controls like alert reporting, fraud monitoring and login management.
• Understand ongoing promotions and business strategies so the customer’s online experience with the different websites are in alignment.
• Maintain coupon codes and online promotions for a seamless customer experience in-store and online.
• Collaborate with Marketing, Merchandising and vendor-partners to maintain consistent product categorization, information and/or answer customer questions through website content.
• Communicate regularly with the marketing team about customer’s and internal team experiences to improve customer engagement, internal efficiencies and ultimately increase online sales.
• Provide KPI progress reports associated with E-Commerce success (primary sites of farmstore.com & oregonorchard.com)
• Point person for escalated support inquiries requires excellent customer service and problem resolution skills with active listening and verbal communication with customers and internal teams to resolve situations per Wilco service standards.
• Backup for phone support and communication in writing via email and live chat to assist customers’ online experience within Wilco’s signature departments of pet, livestock, lawn & garden, hardware, work wear and the hazelnut and energy sites.
• Backup coverage and site response for the e-commerce team and day-to-day functions as assigned.
• Support the Marketing & E-Commerce team relative to all above functions related to the support and management of the online customer experience and internal fulfillment and ad tool systems.
  • And other duties, responsibilities and/or tasks as assigned.

Special Skills & Training

• Ability to work individually and as part of a team.
• Adapt quickly to technology and process changes based on business need.
• Excellent verbal and written skills with demonstrated customer service resolution skills.
• Ability to multitask and maintain a positive attitude in a fast-paced environment.
• Proficient with MS Office and understanding of web content and online reading.
• Strong attention to detail and good organizational skills with understanding of agile project management.
• Ability to manage and deliver projects on time and within budget.
• Knowledge of products in a Farm Store preferred.
• 4-year degree in Marketing, Technology or related field, or equivalent work experience preferred.
• 4+ years’ experience within an e-commerce service environment.

Physical Requirements

• Office indoor environment with long periods of time at a desk
• Shared coverage during evenings and weekends for urgent e-commerce needs
• Angel office or the position is eligible for Remote Work if based within Wilco’s trade area

Remote Eligible

Last updated: May 14, 2025 @ 15:28:10