Wilco Careers Career Roles Marketing & Communications Digital Support Specialist

Digital Support Specialist

Work with Wilco’s Marketing, Customer Care and Retail Operations team to ensure customers have a positive online customer experience to grow
E-Commerce sales and online traffic.

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Reports To

Vice President of Marketing and Digital Commerce

Supervises

No supervisory duties required

Employment Type

Full-time

Experience Preferred

2 to 5 years

Pay Grade

Second Level

$18.90 to $21.00 Hourly

Category

Marketing & Communications

Business Type

Central Office

Skills

Action-Oriented and InitiativeAdaptabilityApproachabilityBuilding RelationshipsBusiness InsightCareer AmbitionComfort Around Senior ManagersCommunicationComposureCreativityCustomer FocusFlexibilityLearning AgilityListeningMotivating OthersPatiencePeer RelationshipsPerseverancePerspectiveProblem SolvingTeamwork

Career Path

Prepare for this role

Talk to a Manager for details

Grow from this role

Talk to a Manager for details

Job Details

  • Communicate in writing via email and live chat, or phone calls to assist customers’ online experience within Wilco Stores signature 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 the 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 News content and implement the post schedule to LinkedIn.
  • Proof all 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.
  • 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.

  • 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 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.
  • 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.