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Customer Experience Analyst

5 months ago

Chicago, United States Chomps Full time

Who We Are

Chomps redefines better-for-you snacking with its signature meat snacks, made from the highest quality, humanely raised meats and containing only natural ingredients. The Chomps mission is to inspire, educate, and fuel our community with accessible, sustainable, real food that tastes great. Chomps is the only meat snack that is Grass-Fed & Finished, Whole30 Approved, Gluten-Free, Certified Paleo, Keto Certified, Non-GMO Project Verified, and Certified Humane.

What You Will Do

We are looking for a customer-obsessed, detail-oriented, self-motivated professional to join the team as a Customer Experience Analyst. In this role, you will lead our customer support channel through email, phone, chat, SMS and aid all other channels that need help answering consumer inquiries. Improving the customer's experience with the product, all E-commerce platforms, and in-store is essential. You will also help to improve the quality and accuracy of customer responses through one-on-one support and FAQs. Along with this, you will be responsible for gathering, analyzing, and reporting on data to the CX team and collaborating with all business functions to ensure any issue is addressed promptly aligned with Chomps values and mission. You will be a cross-team communicator and collaborator with the opportunity to grow an essential area of the Chomps business. You will report to the CX, Sr. Associate, and work closely with the entire marketing and operations team to ensure your efforts stay connected to the company's efforts.

Traits of a Chompian

You are self-motivated and results-driven, with a team player mindset. You are scrappy, resourceful, and reliable. You are a critical thinker and natural problem solver that enjoys data and digging into the details to create value. You have high standards and take complete ownership of everything you do and drive initiatives to completion. You have a servant mindset and go the extra mile for your company and customers. You have a hunger to learn and improve. You are willing to get your hands dirty and always see things through. You take a keen interest in health, fitness, and nutrition.

Responsibilities

* Develop and implement strong customer service processes and strategies

* Act as the Chomps customer liaison - solving problems and building the brand voice externally through email, phone, chat, SMS, and social channels

* Own publishing and screening of reviews and Q&A within loyalty platform

* Develop strong relationships with all internal teams and provide quarterly maintenance on FAQ guide, macro responses, and automated emails

* Monitor and report on consumer inquiry trends across all business functions and provide valuable insights to key stakeholders like operations and fulfillment, marketing, etc.

* Collaborate with CX, Sr. Associate to develop a strategy for proactively notifying customers of inventory, shipping, and fulfillment updates or issues

* Update internal tracking tools to identify and report common requests/issues and provide the organization of support systems tagging and categorizing capabilities

* Monitor customer inventory and ordering trends to identify stocking needs and work in collaboration with CX, Sr. Associate

* Provide support, when needed, across various events, sales, and marketing activities

* Answer questions regarding product ingredients and general nutrition inquiries

* Understand our supply chain, manufacturing, and quality control processes

* Collaborating with CX Sr Associate to find customers for the Surprise and Delight programs

Who You Are

* Bachelor Degree or interest in Marketing, Customer Relations, Nutrition or another similar field

* 0-1+ years of full-time experience within the e-commerce and/or CPG industries

* Optional Experience with Gorgias, Shopify, Recharge, Shipfusion (or a different fulfillment system), delivery/tracking components such as Wonderment

* Outstanding communication skills with a strong will for organization and follow-through

* Ability to interpret, story tell and identify actionable insights from data

* Strong relationship skills with the ability to communicate efficiently with external key contacts as well as internal teams to drive results and escalate issues if necessary

* Able to work in a fast-paced environment, effectively manage multi-project workload to meet deadlines while ensuring a high standard of quality

* Self-starter who is very eager to make an impact

* Results-focused, team-oriented, and strong work ethic

* Strong proficiency in Excel and PowerPoint

* Ability to provide after-hours and weekend remote support

* Highly responsive

What Youll Get

* Make an impact: Join a rapidly growing and entrepreneurial-spirited team at a pivotal point to positively impact the food industry

* Upward mobility: Grow within Chomps quickly based on outstanding performance

* Competitive pay: We offer competitive compensation packages to top talent. We win together.

* Comprehensive benefits: Health/vision/dental, 401K matching, unlimited time off, wellness stipend

* Plus, FREE Chomps, of course :)