Recruitment for the position of Online Store Administrator (Customer Service Coordinator)

TOB EKSHEN — a company-importer of household appliances and home goods, operating in the field of e-commerce. We are looking for an Online Store Administrator (Customer Support Coordinator) who will help ensure quality customer service and the effective operation of our CRM system.

Job Description:
As a Customer Support Coordinator, you will oversee the work of the call center, manage the CRM system, and coordinate service repair processes to ensure quality customer service and effective order management.

Main Responsibilities:

1. Call Center Operations:

• Control and support the work of two call center operators, ensuring high-quality performance.
• Short-term replacement of call center operators if necessary.
• Assistance in resolving disputes with customers.
• Processing changes related to parcels in the offices of Nova Poshta senders.

2. CRM System Management:

• Order control in CRM.
• Administration of the sales funnel in CRM.
• Interaction with integrators if changes to the sales funnel operation are needed (problem description - set for execution).
• Setting up CRM integration with external sources via API (delivery services, marketplaces, customer payments, etc.).
• Updating information in the product feed about the availability of goods for sale.

3. Order Management in BAF (1C):

• Processing order cancellations and adding orders that were not recorded in the system.
• Managing product replacements for orders in the system.
• Conducting returns.

4. Service Repair Coordination:

• Processing service requests from customers (wholesale and retail).
• Control and verification of service position matches, monitoring service maintenance deadlines.
• Communication with the technician regarding the execution of service work and monitoring deadlines.
• Organizing the shipment of repaired equipment to customers.
• Monitoring information regarding customer refunds and returns of commissions from marketplaces.
• Conducting product replacements.

5. Product Feed Support:

• Interaction with the content manager to obtain information for new product cards.
• Entering prepared information for new product cards in CRM for further unloading into the product feed across sales channels.
• Checking the display of new product cards in the main sales channels after passing moderation.

Requirements:

• Experience working with CRM systems.
• Basic skills in technical settings related to integrations.
• Analytical skills.
• Excellent communication skills and ability to work in a team.
• Knowledge of Microsoft Excel at a level above basic functions.
• Ability to work independently and responsibly.