Customer Experience Representative

1 week ago

Charlottesville, United States Rhoback Full time

Customer Experience Representative


Rhoback is looking for an upbeat, positive, organized, and creative individual to join our team as a Customer Experience Representative. This individual will be responsible for handling customer service and working with custom/group orders for a fast-growing e-commerce apparel brand and will be at the forefront of interactions with customers.


This role will be based in Charlottesville, VA. This is a Monday through Friday position that requires flexibility on weekends during Rhoback’s busy seasons of June, November, and December (some Holidays included). Please note, candidate must be available for the holiday season, weekends included – November 1st through December 25th.



Responsibilities - Customer Experience:

  • Manage incoming emails, voicemails, Zendesk tickets and Facebook messages from customers in a timely, effective, kind and positive manner. This will primarily consist of emails.
  • Manage Returns Processes and Loop Platform. Be flexible reporting to Rhoback warehouse down the road in order to do physical return processes.
  • Become Shopify platform expert and become proficient navigating and working with order/customer information.
  • Utilize Teams Messaging App to keep constant communications with fulfillment leadership.
  • Work on projects that support company-wide goals and initiatives. This can include NetSuite testing and implementation.
  • Continuously brainstorm ways to improve customers' experiences.
  • Set the example to become the gold standard Customer Experience Representative in the apparel industry. Continually focus on laying the foundation to build out a scalable and best-in-class customer service division at Rhoback as the company continues to grow quickly.
  • Work with Inventory Analyst to make sure all inventory is stated accurately after CX processes like returns and order cancellations.
  • Create and maintain metrics regarding customer experience with website, products, and overall brand using Shopify platform.
  • Be flexible. Given the team is small and growing fast, this position will require a team-building, self-motivating and solution-oriented attitude. Have a willingness to pitch in on any and all fronts to help the team in a positive and effective manner.


Qualifications:

  • The ideal candidate will have at least 6 months of experience in a customer-facing role, ideally in e-commerce or retail. But this is not a deal breaker – we are looking for a well-rounded individual, so we welcome any type of career background to apply
  • Must be proficient with Microsoft Excel, PowerPoint, Outlook, Gmail and be able to learn new programs quickly. Shopify experience is preferred, but not mandatory – just a willingness to learn and become an expert in Shopify. NetSuite and Zendesk experience are a plus.
  • Acute attention to detail is a must.
  • Must have strong, friendly, and upbeat verbal and written communication skills.
  • Ability to remain cool, calm, collected, and organized (you may need to work with an unhappy customer from time to time).
  • Must be extremely responsive and on top of all customer emails.
  • Ability to represent Rhoback and be the voice of the company while handling customers in a professional manner. This is the front line and often the only interaction with the brand for customers and thus one of the most important roles.


Benefits:

  • Competitive compensation package
  • Opportunity to work in a dynamic and collaborative environment
  • Potential for growth and learning within the company


Only serious and qualified candidates with a passion for growing a fun startup e-commerce brand will be considered. If you think you'd make a great addition to the Rhoback Team, please apply today


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