eCommerce Customer Engagement Specialist

Wahl Clipper Corporation, a global manufacturer of branded Consumer and Professional products, has an exciting opportunity for a team-oriented individual to fill the role of eCommerce Customer Engagement Specialist at our headquarters in Sterling, Illinois.

The eCommerce Customer Engagement Specialist assists the Wahl Professional Animal eCommerce business efforts as they oversee transactions for our online customers on WahlAnimal.com as well as other marketplaces such as Amazon, and any other future web outlets.

ESSENTIAL FUNCTIONS:

• Administrator for WahlAnimal.com. Responsible for the complete customer purchasing journey - duties include customer correspondence, order inquiries & follow up, shipping information, revise/cancel orders, updating order to account history etc.
• Monitor eCommerce sites daily. Evaluate and respond to suspected fraudulent orders. Releasing orders when appropriate.
• Monthly online Wahl inventory review to determine if there is out of stock and/or missing inventory.
• Inventory reconciliation between Wahl, MAI and Magento. Work with MAI, System Integrator, Wahl IT, and Wahl shipping to correct discrepancies.
• Maintain WahlAnimal.com stock and reorder levels in AS400, assisted by the NA Pro Animal Sales Manager.
• Monitor all specified Online Marketplaces (i.e. Amazon) and customer specific sites (i.e. Groomer's Choice, PetEdge, Ryan's); respond to all complaints and/or negative comments within 24 hours (weekdays).
• Respond to all consumer/end-user inquiries (product or service related) that come into Wahl within 24 hours (weekdays). Reroute and seek information from cross functional teams as needed but remain responsible for all communications being responded to in a timely manner.
• Populate and respond as well as manage "Power Reviews"; BaazarVoice, Amazon Reviews, or other review and/or Q&A monitoring software and syndicate to applicable customers or end users. Develop and maintain a tracking system to identify trends in questions, complaints, product issues, as well as share top ask questions to create FAQs, Blogs, ChatBot workflows & response, etc.
• Create Chatbots with frequently asked questions & product information; Monitor questions, intercede when necessary and make recommendations for updating the knowledgebase or inputting new uses for chats or questions.
• Track 3rd party websites, i.e., Amazon for products sold/listed below MAP. Work with NA Pro Animal Sales Manager for enforcement.
• Monitor all social media sites daily; respond to all customer complaints and/or negative comments within 24 hours weekdays, work cross functionally with NA Pro Animal Marketing Communications Manager.
• Assist Accounts Receivable to reconcile eCommerce account for WahlAnimal.com and any other payment methods (Klarna, Amazon Pay, Apple Pay, etc).
• Utilize Hubspot and/or CRM to capture and maintain all consumer interactions/contact to ensure on-going customer satisfaction, identify trends and for future targeted marketing campaigns. Create customer satisfaction surveys and questionnaires to monitor effectiveness
• Monitor returns from end users and shows to efficiently track and ensure customer satisfaction; track scrapped and returned to stock items. Work with Wahl Customer Service team to manage additional feedback & teams.
• Performs other duties as assigned by Supervisor.

MINIMUM REQUIREMENTS:

• Bachelor's Degree in Business or related field
• eCommerce, Marketplace, Amazon experience preferred
• Must be able to work effectively in a fast paced, project driven team environment. Ability to accept and adapt to change.
• Must be detailed oriented, accurate, and have the ability to manage multiple projects simultaneously
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office applications
• Ability to model the Wahl Way values including respect for people, teamwork, and continuous improvement.

Current Openings for eCommerce Customer Engagement Specialist Jobs at Wahl Clipper Corporation