Customer Care Associate

1 week ago

Newport Beach, United States Pure Salt Interiors Full time

YOU ARE // Creatively curious, technically savvy, and eager to take on a challenging opportunity. You have great time management skills, think proactively, and raise your hand often to help and expand your role. You are someone who is detail-oriented and thrives in a fast-paced environment and feels aligned with the Pure Salt aesthetic.


WE ARE // Pure Salt Interiors is a full-service interior design studio and e-commerce shoppe based in Newport Beach, CA. We create inspired spaces, products, and experiences that encourage people to live deeply in each moment through fresh, functional, family-friendly design. We first opened our doors in 2016, but have since evolved into a national lifestyle brand.


PURPOSE // The purpose of the Customer Care Associate is to provide exceptional service and support to customers by addressing their inquiries, resolving issues, and ensuring a positive experience with the company. This position will also support onsite fulfillment by processing orders with high integrity, becoming a product encyclopedia, and providing proactive solutions to common Customer Inquiries. The goal is to enhance customer satisfaction, build strong relationships, and contribute to the overall success of the company by maintaining high standards of service and professionalism.


OUTLINE // The Customer Care Associate is a full-time role, classified as non-exempt. This position’s primary location will be Pure Salt Design Studio and Showroom (Newport Beach, CA), and will report directly to an Operations Leader. The compensation range for this position is $25-28/hour.


DUTIES + RESPONSIBILITIES //

  • Manage all communication with E-Commerce Customers regarding their orders 
  • Advocate for Customers internally and support customer retention with good reviews by “making it right”
  • Provide personalized customer order follow-up, seeking constructive reviews and feedback
  • Partner with Pure Salt internal teams to understand order status and ETAs
  • Be an active participant in the purchasing inbox, helping to sort, and filter appropriate messages
  • Product data entry
  • Answer emails & phone calls
  • Manage the E-Commerce fulfillment and onsite inventory management
  • Fulfillment load will react seasonally between 20-60% of total job responsibilities
  • Fulfillment includes picking, packing, and shipping product orders
  • Manage all shipping and receiving of onsite product
  • Schedule pick-ups, coordinate returns and exchanges, and support restock tasks in shoppe as needed
  • Ability to provide VIP service to trade members, and support application approval process when needed.
  • Troubleshoot trade customer issues & ensure they are getting top-level service
  • Coordinate and process order claims, refund requests, and support chargeback requests
  • Support E-commerce product orders, under the advise of e-commerce leaders
  • Support E-Commerce drop-ship product orders and inventory re-orders with oversight by Operations Leads
  • Support Operations Leads with Netsuite PO tracking to ensure updates are current and accurate
  • Support vendor billing and PO closure for e-commerce purchases


REQUIRED SKILLS //

  • Highly organized and detail-oriented
  • Excellent written communication skills
  • Curious, self-motivated, team-player with an entrepreneurial spirit
  • Able to effectively use common office equipment
  • Ability to adapt to shifting priorities and thrive in a fast-paced environment
  • Intermediate knowledge of GSuite Software and Microsoft Products etc
  • Open to feedback, and the ability to apply notes for improvement


PHYSICAL REQUIREMENTS //

  • Must be able to lift-up and pull/push up to 45 lbs; able to team-lift up to 85 lbs.
  • Frequent (34-66% of the day) standing, walking, sitting, reaching with hands and arms, flexing/extension of wrist use, grasping and refined manipulation, talking and hearing. 
  • Occasionally (11-33% of the day) bending, climbing, kneeling, reaching at or above shoulders. 
  • Infrequent (1-11%) crawling or crouching. 


EDUCATION + EXPERIENCE //

  • High School Diploma required
  • Associate or Bachelors degree, preferred
  • 2+ years experience in Customer Service in a comparable industry or product base
  • 2+ years experience in a CRM or Customer Service tracking system
  • 1+ years experience in NetSuite or a comparable ERP system is a plus


PERKS + BENEFITS //

  • Competitive Base Rate
  • Full Health Benefits packages, with low employee premiums
  • Generous 401(k) company match
  • Paid Time Off Plan
  • Company-Sponsored Maternity Leave Plan
  • Employee Discounts on proprietary and third-party collections, and more


***Interested candidates should send their current resume and portfolio to careers@puresaltinteriors.com for further consideration***

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