Position Overview:
Under the direction of the Customer Experience Supervisor, the E-commerce Customer Experience Specialist II is an advanced CX agent willing to go out of their way to delight the customer and support business and team goals. The position handles daily communication to ensure that fitness equipment is appropriately delivered to the customer's home and that customer satisfaction with the process is achieved. Additionally, this role will handle escalated matters professionally and de-escalate to the best of their ability when issues arise.

Responsibilities:

Online Sales Customer Support – Finished Goods.
· Proactively alert E-Commerce and Marketing teams to negative issues and respond to sales-related questions and comments where appropriate.
· Handle escalated concerns with approved de-escalation tactics to gain customer satisfaction when possible.
· Provide weekly or monthly orders and related reports as assigned.

Maintain & Manage Customer Database/ Order Management
· Use Zendesk to communicate with customers and third-party vendors.
· Route incoming to other internal teams when necessary.
· Manage all aspects of order processing and management in CRM—order editing, entry, tracking, and follow-up when necessary.
· Work to solve customer order issues that benefit JHTNA and maintain/increase customer satisfaction.
· Approve exception management such as pricing adjustments, product allocation, and release, credit, etc., as needed to de-escalate.
· Create and maintain Zendesk Guide articles and Macros to better serve customers.
· Serve as a first responder for any inquiries from our Tier 1 support group and respond within an hour.
· Achieve KPIs related to customer satisfaction rates, response times, and ticket completion/solve volume in line with peers in the group.
· Participate and be on time for all scheduled meetings.
· Serve as a trusted resource and knowledge base to all internal team members within your group and other business units within the organization.

Additional Responsibilities
· Assist internal groups with any customer financial disputes.
· Serve as day-to-day contact for key third-party vendors.
· Arrive at work and log into Paylocity 5 minutes before the start of the shift.
· Log into Zendesk Support/Chat and Teams no later than the start of your shift.
· Maintain a professional image by projecting a positive and professional demeanor to all internal and external contacts.
· Communicate important customer sales issues to relevant people or teams.
· Serve as a key sales team member and inspire peak performance.
· Assist as needed with Sales, Accounting projects, or E-commerce initiatives.
· Assist with training new and existing team members to ensure cross-training opportunities are achieved.
· Communicate promptly with other key team members regarding any issues, questions, or schedule adjustments.
· Assist with identifying key customer trends and industry best practices to communicate critical trends and KPI performance for primary areas of responsibility.
· Other projects as needed.

Education:

· Minimum high school diploma or equivalent required

Experience:

· 2-4 years of experience working in a call center, customer service, or fitness industry required.

· 2-4 years of experience coordinating multiple tasks and information flow within a customer and sales environment required.

· Previous experience in Johnson Health Tech support, sales, quality, or related fields is required.

· 2-4 years of experience in a sales support role required.

· Experience troubleshooting fitness equipment required.

· Experience working with sales, marketing, IT, and customer tech support teams required.

· 2-4 years of experience in SAP and Zendesk.

Other Requirements:

· Understanding of the health and fitness industry

· Attention to detail and excellent writing, editing, and proofreading skills, especially concerning communicating with customers.

· Strong phone and interpersonal skills

· Proficient in Microsoft Office, SAP, CRM, ZenDesk, and phone systems.

· Strong problem-solving and decision-making skills

· Task-oriented, organized, analytical, diplomatic, and a self-starter.

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs