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Customer Experience Specialist

2 months ago

Everett, United States BRIOTECH Inc Full time

As the Customer Experience Specialist, you will be responsible for overseeing all customer interactions, and ensuring a seamless and positive experience. You will work closely with our customer experience and marketing teams to handle customer inquiries, resolve issues, and provide exceptional support to enhance customer satisfaction and loyalty.

Responsibilities:

Maintaining a thorough understanding of our product range and features, including product launches and updates, to accurately educate customers and provide guidance (such as benefits, usage, storage, and ordering processes).
Responding to customer messages in a prompt and professional manner; including emails, chat, social media, and Amazon.
Answering all incoming phone calls to provide direct customer support and/or redirecting calls to the appropriate department. Maintaining a healthy call log rate.
Checking voicemails daily; promptly following up with customer needs or forwarding voicemails to appropriate department.
Order management; handling order modifications, cancellations, returns, and replacements. Monitoring e-commerce and overseeing Will Call orders.
Resolve customer issues/complaints in a timely and efficient manner. Coordinate with Quality team to document and/or forward all customer complaints.
Evaluate, oversee, and provide customer support for various customer accounts, such as Commercial, Wholesale, and Affiliate.
Provide customer support for small B2B partners, such as answering questions and entering Purchase Orders in QuickBooks.
Providing support to Customer Experience team such as communicating customer insights, collecting/identifying customer trends, suggesting improvements for processes and customer satisfaction/loyalty, and assisting with marketing tasks.
Providing office support, such as greeting/checking in visitors and assisting with team morale activities.

Skills Required:

Excellent communication, listening, and interpersonal skills.
Strong problem-solving and conflict resolution abilities, with a focus on delivering innovative solutions to enhance the customer experience.
Strong understanding of e-commerce platforms, particularly Shopify and Amazon Seller Central, and best practices for digital sales and marketing.
Familiarity with social media and online review platforms.
Ability to collaborate with cross-functional teams to implement enhancements.
Knowledge of e-commerce best practices and trends.
Ability to multitask and manage time effectively in a fast-paced environment.
Detail-oriented with a focus on delivering high-quality service.
Positive, optimistic, and approachable personality.
Spanish speaker is a plus.

Experience Needed:

Experience in customer service, social media, or customer experience role, preferably in e-commerce.
Experience managing online sales platforms, particularly Shopify and Amazon Seller Central.
Experience in using customer support software and e-commerce platforms, such as Zendesk, Salesforce, and QuickBooks.
Prior experience in customer service management, with a focus on delivering high-quality, efficient support.

What We Offer:

Competitive pay and benefits package.
Flexible working hours and the opportunity to work remotely.
A dynamic, supportive, and fast-paced working environment.
Opportunities for professional development and growth within the company.

Compensation Package:

Hourly Range: $25 - $28 DOE

Bonus Structure: 5%

Benefits:

Medical, Dental Vision
401K plan
Professional Development
Work-Life Balance
Employee Discounts
Recognition Programs

About Us:

Personal Care & Cleaning (briotechusa.shop)

We are a fast-growing e-commerce company focused on excellence in the manufacture and delivery of Hypochlorous Acid. We are committed to providing exceptional products and experiences to our customers across various online marketplaces, including Shopify, Amazon Seller Central, and more. As we continue to expand our reach and offerings, we are looking for a dynamic Customer Experience Specialist to join our team. This role will be instrumental in executing the priority of customer satisfaction and enhancing our customer experience.

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