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Customer Service Specialist
4 months ago
Job Type
Full-time
Description
Customer Service Specialist
Mur-chol-uh-jee | The science of company merch; the skill of creating and delivering custom-branded apparel and corporate gifts around the world.
Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel, headwear, drinkware, gifts, and accessories. We are family-owned, people-powered, and we are adding to our #MerchFam at our facility Plymouth. Come see why we are a three-time Star Tribune Top Workplaces award winner
Merchology is seeking a Customer Service Specialist to join our team, reporting directly to the Customer Service Supervisor. This critical role involves post-sale customer service, including handling inquiries, managing order issues, and ensuring prompt and effective communication with customers. The ideal candidate will possess strong communication skills, a collaborative demeanor, and the ability to resolve customer escalations.
A successful Customer Service Specialist will:
- Handle customer inquiries via phone, email, and chat, utilizing problem-solving skills to meet customer needs.
- Initiate outbound calls and ensure prompt response to voicemails left by customers.
- Assist with answering new ticket questions including status updates, rush order requests, proof approvals, logo edits, and any order issues during production, transit, or after delivery.
- Manage and promptly address incoming emails, Slack chats, or internal tags.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Build sustainable relationships and trust with customers through open and interactive communication.
- Collaborate with team members to improve customer service processes.
- Keep up to date with product knowledge and customer service best practices.
- Efficiently handle customer complaints and escalations, provide appropriate solutions and alternatives, and follow up to ensure complete resolution.
- Additional projects or duties as assigned.
- High school diploma or GED required; associate or bachelors degree preferred
- One or more years of customer service experience in retail, restaurant, sales, or office environment
- Friendly and team-oriented attitude to Win as a Team
- Microsoft Office Suite proficiency
- HubSpot or CRM knowledge a plus
- Efficient and detail-oriented
- Ability to type 45 WPM
In addition to an outstanding creative culture, authentically nice people, and interesting work, we have:
- Generous PTO (18 days per year)
- 7 company-paid holidays
- Hybrid work schedule
- 40 hours of paid volunteer time
- 401k with match
- Medical and dental insurance options, FSA, and HSA
- Company-paid life insurance
- Company-sponsored social events
- Premium brand partner discounts
- Employee-led Committees in Social Events, Wellness, DE&I and Giveback
- 3000 Niagara Lane North, Plymouth, MN 55447
- Remote hybrid role: Three days onsite, two days remote following training
- Business to Business eCommerce and Apparel
Merchology is an equal opportunity employer and certified Disability-owned Business Enterprise. We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application, please email jobs@merchology.com for assistance.