Customer Service/Account Support

3 weeks ago

Carson, United States AS Colour Inc Full time $23
Job DescriptionJob DescriptionPOSITION SUMMARY.

Customer Service Account Support staff are responsible for efficient, effective and accurate customer service to wholesale and retail e-commerce customers.

Providing the highest level of customer experience at all times of the customers journey to help better the relationship and increased buying with AS Colour. Focusing on delivering service that is on brand and in the tone of AS Colour.

Be a great team player who is supportive and understands the importance of collaboration in working with all internal and external stakeholders. This includes new and existing customers, warehouse and HQ teams.

RESPONSIBILITIES.The Customer Service Account Support role will carry out the following tasks:
  • Interacting professionally with customers through various channels such as aircall, HubSpot tickets, live chat, or face-to-face interactions, ensuring a positive customer experience.
  • Delivering prompt and enthusiastic responses to customer inquiries while maintaining a high level of respect and courtesy.
  • Ensuring customer queries are followed through, ensuring the best possible outcome, and actively engaging in joint problem-solving efforts.
  • Administration tasks via HubSpot or EXO including:
    • Processing orders
    • Database management
    • New trade account setup
    • Processing special pricing discounts
    • HubSpot data correction
  • Building and maintaining strong customer relationships through regular contact and interactions to understand their business needs and providing tailored solutions to enhance their experience.
  • Identify opportunities to upsell additional products to existing clients or new clients, contributing to revenue growth.
  • Communicating with the Credit Coordinator and processing returns for online orders. e.g credits, refunds and exchanges.
  • Edit and send out monthly newsletter updates to your associated pricing tier through HubSpot.
  • Fortnightly Lattice update reporting is completed and areas for development are identified with HOD.
  • Escalates requests and unresolved issues from internal or external parties to Customer Service Account Support (CSAS) Team Leader if required.
  • Proactively identify upselling opportunities for existing and new clients, driving revenue growth through additional product sales.
  • Being proactive and sales-oriented, supporting the Sales team whenever required.
  • Relationships with other staff are functional and demonstrate a cooperative considerate manner towards all staff.
  • Communication to colleagues and managers is accurate, consistent, timely and relevant.
  • Undertaking additional tasks as assigned by management.


PERFORMANCE MEASURES.

  • Team KPIs are met
    • Less than 5% missed calls.
    • Average first-response time on live chat is less than 30 seconds.
    • Support pipeline tickets average reply is less than 4 business hours.
    • Sales pipeline tickets average reply is less than 8 business hours.
  • Possesses a comprehensive understanding of AS Colour business practices, product knowledge, and policies.
  • Accuracy of work i.e. data-entry, ERP tasks, information provided to customers etc.
  • Using initiative and knowledge to problem solve.
  • Ability to meet deadlines and maintain accuracy under pressure.
  • Customer newsletter updates are completed in the first week of each month.
  • Feedback provided to management to better internal practice.
  • Positive feedback from both internal employees (via lattice) and external customers (via HubSpot chat).
  • Half year team sales targets are met - budget to a minimum of T2.


SKILLS/EXPERIENCE.

  • 1 year Customer Service – preferably in apparel, fashion or streetwear.
  • The ability to think quickly, solve problems and engage with a wide range of people in a positive manner.
  • Someone who remains calm under pressure with proven high levels of customer service skills.
  • Competency with CRM systems (HubSpot) and adapting to new software.
  • Excellent time management skills and ability to prioritise a demanding workload.
  • Ability to prioritize enquiries.

AS Colour Values

  • To promote great teamwork and communication through leading by example.4
  • To actively demonstrate and encourage the AS Colour values of:
    • Be the best - Our goal is to build the best product and service based on quality of fabric, colour, and simplicity.
    • Reduce our impact - We know that our business activity is part of the problem. We work to change our business practices and share what we’ve learned. We seek not only to do less harm but more good.
    • Not tied to convention - Our success and much of the fun lies in developing new ways to do things.
    • No problem - Working together to create solutions to problems. Anyone can point out a problem. True value is coming up with solutions to problems.

Growing AS Colour, Self-Management & Personal Development

  • Take responsibility and accountability for your entire role by supporting the GM, CSAS Team Leader and CSAS team by using your own initiative and excellent time management skills.
  • Promote best practice within the business and constantly look to improve processes and procedures.
  • Taking responsibility for continuous self- improvement through self-development and improving knowledge.
  • Take an active role in H&S in the workplace.

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