Job description

eCommerce Customer Service Representative

Department: eCommerce
Classification: Full-time, Hourly
Reports To: Direct Marketing Manager

ALL ABOUT LAKE CHAMPLAIN CHOCOLATES
Born from a dare to do better, we at Lake Champlain Chocolates are driven by our passion to change the world one delicious piece of chocolate at a time. Since the first truffles we made in 1983 to our Five Star Bars® rolling off the line today, our goal has always been about combining creativity and craftsmanship, while sourcing only the best ingredients to create premium chocolate that is truly unforgettable. We infuse passion, integrity, and an unrivaled commitment to community in everything we do to make the world a better and more joyful place. Every employee’s contributions make our company what it is today: a warm, welcoming, inclusive and successful certified B Corporation® committed to being a force for social and environmental good. We are committed to making a positive impact on our local and global communities through the choices we make sourcing materials and while operating our facilities and stores. Our community of employees work hard, care about each other, care about the integrity of our products, and share a passion for delicious confections.

POSITION PURPOSE – WHAT YOU WILL DO
As the eCommerce Customer Service Representative with Lake Champlain Chocolates, you’ll be responsible for helping us amaze our customers by providing timely, friendly, and professional customer care. The primary duties for this role are to assist customers with placing orders or answering questions via phone, email, and live chat. You’ll also processes all mail orders and communicate regularly with our Shipping Department. Excellent customer service skills, attention to detail, and accuracy and speed with data entry are required.

THE WHEN AND WHERE
Your regular schedule will be full-time at 40 hours each week – Monday through Friday – in our clean, vibrant, & safe office in
Williston, Vermont. Some evening and weekend hours may be required as special events or seasonality dictates. LCC expects employees to be on site a minimum of 3 days a week, but remote work is an option for us to a total of 2 days a week to include evening and weekend hours required during our peak season (October – March). We value your health and wellness, so we offer many programs to keep employees healthy and engaged and recognize them for the important work that they do.

YOUR RESPONSIBILITIES AND CONTRIBUTIONS

CUSTOMER CARE

• Become a chocolate expert! Maintains knowledge on LCC products, how chocolate is made, & other relevant company info.
• Answers MO calls & responds to emails in a timely, friendly, & professional manner. Assists online customers via live chat.
• Assists customers with selecting products and placing orders, which is done directly in our website admin.
• Responsible for processing orders at least three times per day (variable depending upon the season). Runs appropriate order reports on a daily/weekly/monthly basis.
• Communicates regularly & effectively with Shipping to ensure orders are printed accurately & that any questions regarding delivery methods, timing, & other shipping-related issues are addressed in a timely manner.
• Supports and assists other Seasonal Customer Care Representatives in answering questions.
• Files claims with UPS for damaged/late deliveries.
• Enters customer compliments & complaints into the Service Ticket Program and coordinates resolutions. Provides weekly reporting on service tickets.
• Records and processes catalog requests for mail order customers weekly.

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• Adheres to Fraud Prevention Policy & Procedures.
• Assumes responsibility for effective and efficient customer care activities; ensures that the successful completion of project goals is achieved, and customers’ needs are exceeded.
• Provides backup customer care support for our Wholesale Department (logs into phone queues and fields customer calls if sales reps or primary wholesale customer care rep are unavailable).

OTHER IMPORTANT RESPONSIBILITIES

• Applies best customer service practices & ensures that LCC customer care supports the vision, mission, values, & brand of

Lake Champlain Chocolates.

• Attends relevant meetings and other professional development events as needed to keep current in the field.
• Provides assistance and support to related departments, as required.
• Establishes & maintains effective communication & positive working relations with LCC personnel & management.
• Communicates relevant information to customers, vendors, co-workers, and other departments as needed.
• Informs mail order team of activities and any significant challenges.

SUCCESS FACTORS FOR THIS ROLE

• Customer care is timely, friendly, and professional.
• Data entry, orders, and reports are thorough, timely, and accurate.
• Recommendations for customer care improvements are communicated to the Direct Marketing Manager.
• Customer care activities are completed in accordance with LCC policies, procedures, and standards.
• Good communication and effective working relations exist with other departments.
• Documentation is timely, complete, accurate, and up to date.
• Effective time-management and organizational skills are consistently used to complete all tasks.
• LCC professional reputation and company voice is projected in all contacts.
• Issues are identified and resolved effectively and efficiently.

WORK ENVIRONMENT

• Must be able to work at a desk and use all job-related computer hardware and software.
• Must be able to exert up to 10 lbs. of force frequently, 20 lbs. occasionally.
• Understand that worker and food safety is the responsibility of every employee and always work in a safe manner.
• Exemplify company values and look for ways to reduce, reuse and recycle.
• Strive to continually improve our processes and reduce our environmental impact.
• Be positive, cooperative, and professional with all employees, consumers, and vendors.
• Ability to follow directions and ask clarifying questions when unclear in order to master your role.

WHAT LCC OFFERS – OUR CULTURE

• An inclusive workplace where diversity is championed
• Excellent health, dental, vision and 401K plans
• Ample paid time off
• Competitive compensation with eligibility for annual pay increases
• Wellness benefits such as chair massages, monthly healthy snacks, and recognition lotto
• An abundance of free chocolates, daily

As a community, we expect and encourage our employees to make positive contributions to the Lake Champlain Chocolates’ culture by aligning personal behaviors with the company’s vision, mission, and core values. We consistently AMAZE our customers; VALUE and encourage team member excellence and well-being; CARE for our community and environment; and
GROW through innovative leadership, planning and execution. We respect individual initiative and creativity, demand attention to detail, and strive for the highest measures of quality in all that we do. It is through dedication to this vision that Lake
Champlain Chocolates can become the gold standard of gourmet chocolate.

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QUALIFICATIONS

EDUCATION AND KNOWLEDGE REQUIRED:

An Associate degree/experience in a related field; at least three years of experience customer service; knowledge of MS Office and Web-based ordering

PLUSSES:
Experience in a consumer products environment

KEY SKILLS AND ABILITIES:

• Must become familiar with and follow all company and handbook policies and procedures.
• Enthusiastic, pleasant, and positive personality.
• Honest with a high degree of integrity and able to use tact and maintain information confidentiality.
• Able to give, receive, and act on feedback.
• Able to work well with and support others and to build and maintain positive employee relations.
• Well-organized, accurate, and strong attention to detail.
• Effective speaking, presentation, and written communication skills.
• Proficiency in copier, fax, computer, telephone, and other basic office equipment.

In accordance with the American with Disabilities act, requirements may be modified to reasonably accommodate disabled individuals. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

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Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote
• Office

Work Location: Hybrid remote in Williston, VT 05495

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