Job Description

The Special Channels team’s purpose is to penetrate our e-commerce third party marketplaces (such as eBay, Amazon, to promote the OpticsPlanet Brand. The E-Commerce Marketplace Specialist will empathize and provide an excellent level of customer service through telephone and written communication. Specialists will use their knowledge to navigate and resolve customer inquiries and escalations through our third party website, as well. Our E-Commerce Marketplace Specialist will monitor our seller performance metrics across all third party channels to ensure that all internal operations are being completed according to their published standards.

Primary Duties and Responsibilities

  • Work with third party interfaces to resolve customer inquiries and discrepancies
  • Answer incoming telephone and email inquiries from our third party customers
  • Contact customers via outbound phone calls and emails to resolve any order discrepancies
  • Manage and respond to customer feedback, disputes, and claims through third party interfaces
  • Review customer order notes and statuses to resolve customer inquiries
  • Work with various internal teams to ensure timely resolution to customer inquiries
  • Process all tasks within performance targets
  • Monitor and maintain third party metrics and standards
  • Participate in fostering strong customer relations
  • Assist internal teams and departments with Special Channels issues

Qualifications, Skills & Requirements

  • Minimum of 2 years combined experience in retail, technical sales, mail order, Internet sales, Call Center, or Customer Service related position
  • High school diploma, GED or equivalent minimum education
  • Experience with and demonstrated proficiency with MS Office applications (such as MS Word, MS Excel), email programs, and Internet browsers
  • Excellent oral, written, and interpersonal communication skills
  • Willingness to learn
  • Demonstrated ability to work independently, as well as in a group setting
  • Self-starter who is able to adapt to a changing environment

Additional Requirements

  • Outdoor, hunting, or shooting experience is a plus
  • Exemplary punctuality and attendance is required for this position. Due to the seasonal nature of our business, all employees will be expected to work additional hours, including overtime, on an as-needed basis.
  • Specialists require patience, empathy and friendliness in dealing with customers
  • Specialists must have the willingness to see customer issues through to resolution
  • Specialists may be required to work weekends when work volume requires

Location -- Northbrook, IL

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