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Customer Service Specialist

4 months ago

Minneapolis, United States Merchology Full time

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.
Requirements
  • High school diploma or GED required; associate or bachelor's 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
WHAT WE OFFER

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
LOCATION
  • 3000 Niagara Lane North, Plymouth, MN 55447
  • Remote hybrid role: Three days onsite, two days remote following training
INDUSTRY
  • 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.