E-Commerce Customer Service Representative

Mannapov, LLC is a multi-division company and has gained a strong customer base from which we can source and sell products. Our clients include major US and International Carriers, OEM’s and Authorized National Service Centers (ASC’s), Carrier Logistics Centers, Electronics Retail and Distribution Centers. We acquire the latest products direct from leading manufacturers to meet market demands.  

The Customer Service Representative is responsible for interfacing with new and established customers, developing and maintaining positive customer relations, and to coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.  

This position is one of constant evolution and change as defined by our market and customer base; it is therefore expected that the individual filling it will be flexible and resourceful, and capable of working within various teams as required. 

Experience with customer service is essential to this job.  

Essential Functions 

1. Portray a positive company image, and engaging in professional, and friendly communications with customers. 
2. Process orders off e-commerce platforms, telephone, or fax. 
3. Actively listen to customer needs and inquiries to determine appropriate service actions. 
4. Assist colleagues and other employees with administrative, order fulfillment, and inventory duties. 
5. Establish and maintain customer profiles. 
6. Resolve customer issues, such as shipping or invoicing problems, insurance issues, etc. 
7. Consult with shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipment. 
8. Inform customers of shipping dates, anticipated delays, and any additional information needed by customer, provide follow-up as necessary. 
9. Assure proper documentation as required. 
10. Participate in ongoing training and education activities essential to this position, familiar with tools, applications, policies and procedures. 
11. Perform other related duties as assigned.  

Competencies 

1. Ability to resolve customer issues quickly and efficiently. 
2. Professional customer relationship skills. 
3. Prioritizing and multi-tasking. 
4. Ability to learn multiple e-commerce platforms. 
5. Proficient with Word and Excel. 
6. Positive, enthusiastic personality. 
7. Excellent communication skills both verbal and written to include grammar and sentence structure. 
8. Excellent organizational skills. 

Supervisory Responsibility
None. 

Work Environment
This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers and reach with hands and arms. 

This job requires the employee to lift at least 15 lbs. infrequently. 

Position Type/Expected Hours of Work
Occasional evening and weekend work may be required as job duties demand. 

Travel
None. 

Required Education and Experience 

1. High School (or GED) diploma and/or 1 – 3+ years’ experience as Customer Service Representative. 
2. 1+ year E-Commerce experience. (Preferred) 

Work Authorization  

Must be authorized to work in the United States. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Mannapov LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics.  Discrimination of any type will not be tolerated.  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.