Job Description:

Position Overview:

Under the direction of the Sr. Director of Customer Care, the Ecommerce Sales and Service Agent performs a variety of customer sales and support duties in accordance with company policies and procedures. Responsibilities include fulfilling customer needs to ensure customer satisfaction. This is a non-supervisory position.

Responsibilities:

Online Sales Customer Support – Finished Goods

• Use sales tactics to:

o Consistently move the customers towards purchase and close sales

o Encourage customers to purchase additional items and/or add-on items where appropriate

• Present key selling points/features and benefits while focusing on customer needs and expectations

• Actively seek answers to customer questions and issues. Follow up with customer in a promptly and effectively.

• Maintain best practices to hit KPI targets around sales goals, and orders,

• Actively seek out opportunities to grow email house list by encouraging customers to sign up for emails newsletters

• Proactively alert E-Commerce and Marketing teams to negative issues, and respond to sales-related questions and comments where appropriate

• Use the Horizon Total Solution selling approach when selling to customers

Customer Database Management

• Log all calls in consumer database

• Provide complete and accurate information about the calls and steps taken to make the correct diagnosis per department work practices

• Follow CRM SOP to insure complete and accurate information on CRM records

• Use phone system and Q’s as designed

• Handle all order processing and management in CRM – order editing, order entry, tracking and follow-up

• Work to solve customer order issues that benefit JHTNA and maintain/increase customer satisfaction

• Use phone system and Q’s as designed

Additional Responsibilities

• Maintain a professional image by projecting a positive and professional demeanor to all internal and external contacts

• Communicate important customer sales issues to relevant person or team

• Assist as needed, with Sales projects or E-commerce initiatives

• Assist with identifying key customer trends and industry best practices communicate key trends and KPI performance for primary areas of responsibility

General Responsibilities:

• Be aware of the work environment; keep your workstation clean and tidy by 5S standards

• Be aware of the company goals and work to achieve department KPI’s

• Be on time for scheduled day

• Projects as assigned

Qualifications:

Education:

• Minimum high school diploma or equivalent required

Experience:

• Previous experience working in a call center, customer service or in the fitness industry required

Other Requirements:

• Working knowledge and experience with Microsoft Office suite

• Excellent written and verbal communication skills

• Ability to analyze and solve problems

Skills:

Communication:

• Excellent verbal and written communication skills

• Able to effectively present ideas and information through oral and written communication skills

Problem Solving:

• Ability to analyze and solve basic problems

Initiative:

• Achieves high percent of task target dates

• Willing to assist others when his/her tasks are complete

• Contributes ideas to improve current processes

Interpersonal:

• Ability to establish and maintain effective working relationships with diverse group of co-workers, customers and vendors

• Contributes to a positive working environment

• Ability to effectively communicate and work in a team environment

Organization:

• Skilled in planning, organizing resources and establishing priorities for work assignments for optimum results

• Able to handle multiple projects

Quality of Work:

• Able to be consistently accurate

• Able to follow tasks to completion in a timely manner without sacrificing quality

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

• Free access to our state-of-the-art onsite workout facility

• Product discounts

• Wellness programs

EOE/M/W/Vet/Disability

Apply Here

PI122112998