Provide customer service support for the call-in service \ helpdesk of the E-Commerce Department. The responsibilities include taking inbound and outbound calls in a timely manner for all call-in orders. Communicating any specific order details with Shopping Manager and tracking all orders from start to finish. Recording daily calls and order totals. The Call-In Service Clerk will take advice and direction from the E-Commerce Customer Service / Marketing Manager and or E-Commerce Coordinator and or Director of Ecommerce.

• Must be at least 18 years of age.
• Must have a High School Diploma or equivalent.
• Must be able to read, write and speak English proficiently.
• Must have the ability to understand and follow English directions.
• Proficient with computer and Microsoft applications.
• Self-motivated individual with strong organizational skills.
• Excellent oral and written communications skills.
• Must be detail oriented with the ability to work in a fast paced, multi-task, dead-line driven environment while being courteous and friendly to all.
• Ability to work with people of various backgrounds, personality traits and levels of authority to accomplish department and Company goals.
• Pleasant, out-going, self-motivated personality.
• Demonstrate capability to interact with customers politely and professionally
• Managing large amounts of inbound and outbound calls in a timely manner
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Must be comfortable and proficient in using the Roche Bros. online ordering web-site.

ESSENTIAL JOB FUNCTIONS:

• Responsible for all incoming calls to the call center.
• Tracking of all daily order totals.
• Responsible for communicating any order details to the Shopping Managers.
• Track the list of all call-in customers to ensure that every customer transaction is handled accordingly.
• Process all call-in orders through the checkout process.
• Responsible for knowing all weekly sale prices and items to better serve our customer’s needs and answer any questions they may have.

SUPPLEMENTAL JOB FUNCTIONS:

• Assist management with reviewing and resolving any customer complaints in a timely manner.
• Must be able to communicate any issues, problems, challenges and complaints to the appropriate manager.
• Provide general clerical support to the E-Commerce and Marketing Department.
• Any other duties as assigned by Management or the Company.

MINIMUM KNOWLEDGE, SKILLS AND QUALIFICATIONS REQUIRED:

• Must have a High School Diploma or equivalent.
• Proficient with computer and Microsoft Office applications.
• Excellent oral and written communication skills.
• Must be able to identify and correct problems.