Wilco Careers Career Roles Customer Care Ecommerce Customer Care Representative

Ecommerce Customer Care Representative

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

Director of Customer Care

Supervises

No supervisory duties required

Employment Type

Full-time

Experience Preferred

2 to 5 years

Pay Grade

Starting Level

$20.70 to $23.00 Hourly

Benefits Eligible

Category

Customer Care

Business Type

Central Office

Interests

Customer ServiceE-commerce

Skills

AdaptabilityApproachabilityBuilding RelationshipsBusiness InsightCareer AmbitionComfort Around Senior ManagersCommunicationComposureCreativityCustomer FocusFlexibilityLearning AgilityListeningMotivating OthersPatiencePeer RelationshipsPerseverancePerspectiveProblem SolvingTeamwork

Career Path

Prepare for this role

Petroleum Customer Service
Administrative Specialist

Grow from this role

Customer Care-Accounts Receivable Specialist

Job Details

  • 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, and 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.
  • Facilitate the growth of Wilco Family Rewards online linked accounts and the growth of loyalty programs online.
  • Support the Customer Care Team with phone, ZenDesk, and respond to customer emailed questions and issues.
  • 3+ years of relevant experience within an online or related customer service environment
  • Background and knowledge of products found in a Farm Store preferred.
  • 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.
  • Ability to multitask and handle a fast-paced environment.
  • Adapt quickly to technology and process changes based on business needs.
  • 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.
  • 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, one must have an ergonomic workspace free from distraction to accomplish all job functions.

Wilco’s comprehensive benefits package is designed to support the well-being of our employees, offering competitive health insurance, retirement plans, paid time off, and professional development opportunities, to ensure a balanced and rewarding work experience.

Medical
Dental
Vision
401K
Advancement Opportunities
Long-term Disability
Life/AD&D Insurance
Employee Discount
Holidays & PTO
Profit Sharing
Referral Bonus