Requirements
Responsibilities:
- Process orders with a strong sense of urgency in order to meet the needs of the customer.
- Respond to customer inquiries promptly via phone, email, and chat, ensuring a high level of professionalism and courtesy.
- Resolve customer complaints with empathy and efficiency, escalating to higher-level support when necessary.
- Identify and escalate complex or unresolved issues to higher-level support or relevant departments, ensuring a smooth transition and timely resolution.
- Collaborate with the Sales, Marketing, R&D, and Accounting to resolve customer issues and improve overall service quality.
- Provide accurate information when responding to all inquiries.
- Maintain detailed and accurate records of issues and requests.
- Support team objectives by sharing best practices and collaborating on team initiatives.
- Assist in developing and implementing customer service policies and procedures.
- Adhere to all company policies and procedures, including those related to customer service, privacy, and data security.
- Act as an advocate for customers, ensuring their needs and concerns are communicated effectively across the organization.
- Be flexible and adaptable to changes in procedures, technology, and customer expectations.
- Participate in special projects or initiatives to enhance the customer service function or support company goals.
Qualifications and Skills
- 3+ years of experience in Customer Service. Or a Bachelor's degree in Supply Chain Management or Business.
- Excellent verbal and written communication skills
- Maintain composure and professionalism in challenging and stressful situations
- Aptitude for quickly analyzing issues, identifying solutions and resolving issues effectively.
- Competency in using Microsoft Office Suite for documentation, communication and reporting.
- Attention to detail; ensuring accuracy in order processing.
- Identify trends and recurring issues; provide suggestions and implement changes for service improvements.
- Readiness to adapt effectively to constant changes in priorities.
- Ability to maintain a positive, professional, cooperative demeanor, conduct, and working relationship with peers, management, employees, and other individuals that interact with this position.
- Resourcefulness by finding innovative and quick ways to solve the problem.
- Take pride and ownership in caring for our customers.
Salary Range: $70,000 - $80,000 per year
Plus bonus and stock options
Benefits
- Fully company-paid Medical and 99% company-paid Dental and Vision Insurance
- 15 days Paid Time Off, 7 sick days, 14 holidays, Wellness Benefits, Cell Phone and Internet reimbursement, 401K
- Beautiful new SF office with outdoor rooftop workspace
- Free beverages with our Bot, snacks, and Wednesday lunches
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