Ecommerce Support Coordinator at Boiron USA
Must be able to Commute to office in Newtown Square, PA (Delaware County) for a hybrid schedule.
What does Boiron Do?
For over 85 years, Boiron has been dedicated to providing families with the purest medicines made from the earth's best resources. As a leader in the natural health and wellness space, Boiron offers solutions for common ailments such as cold, allergies, heartburn, muscle soreness and many more. You can find Boiron products in top retailers nationwide.
What would you be doing as a Ecommerce Support Coordinator?
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.
But what does this role really do?
- 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.
You would be a great fit if you have the following...
- 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.
