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Customer Experience Intern

4 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 recent graduate to join the Customer Experience Internship Program. In this role, you will support our customer service 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 be exposed to a broad range of core CX responsibilities and experiences, including maintaining the quality and accuracy of customer responses through one-on-one support and FAQs. We expect your responsibility to grow over the course of the program. You will support process improvement, enhancing the speed and accuracy of Chomps CX reporting. You will work closely with the entire marketing and operations team to ensure your efforts stay connected to the company's efforts. You will be a cross-team communicator and collaborator with the opportunity to grow an essential area of the Chomps business providing invaluable career experience.

This role has the opportunity to turn into a full-time position as a Customer Experience Analyst in the Spring of 2022.

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

* 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 functions of the business 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 or issues

* Provide the organization of support systems tagging and categorizing capabilities

* Ability to recognize patterns in new/different consumer inquiries to create game plans and execute solutions

* 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

Who You Are

* Bachelor Degree, preferred background, or interest in Marketing, Public Relations, Nutrition, or Food Safety

* Recent graduate or 1 year of full-time or internship experience within the e-commerce and/or CPG industries

* Able to work 20-40 hrs a week, Monday- Friday CST, 9 am 5 pm fully-remote

* 3-month commitment starting January 2022 March 2022

* 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

* 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: Positively change the food industry and join a rapidly growing and entrepreneurial company.

* Senior-level exposure: We are a lean team of 20+ Chompians, and you will work directly with executives, management, and across functions. Your exposure will reach well beyond your core responsibilities.

* Differentiated experience: Gain practical, hands-on experience in a fast-paced start-up environment.

* Competitive pay: We value top talent and are building a profitable business together. This is a paid position.

* Flexible work arrangements: We are focused on the health and wellbeing of our team members. Our team is working remotely.