Customer Experience Associate

**Customer Experience Associate**

at Bokksu Johnstown, PA Bokksu is a trailblazing D2C brand delivering artisanal Japanese snacks to customers in over 100 countries around the world. Featured in CNN, WSJ, BuzzFeed, and Mashable, Bokksu partners directly with centuries-old family snackmakers in Japan to live out our mission of bridging people and sustaining culture through authentic food and media. Launched in April 2016, we are a fast-paced startup headquartered in New York City with a branch office in Tokyo. We're a profitable startup that's doubled in growth in the past year, and are 80% BIPOC, female, and/or LGBTQ+.

Our team is tight-knit, scrappy, and adaptable to many different roles. We move fast, take risks, and get things done. And, most importantly, we care deeply about each other and our customers.

**About the role**

Our Customer Experience Associates are responsible for delivering a high level of courteous and efficient customer service in response to customer enquiries across multiple contact channels. You will require a high level of adaptability and professionalism. You should also have a natural passion for helping people and delivering amazing experiences.

**What youll do**

* Youll be the first point of contact for our customers.

* Our customers will rely on you for general support and we would like you to build engaging relationships during each and every customer interaction.

* Actively offer all Bokksu products and benefits to our customers on all interactions in line with current demands.

* Investigating and resolving customer complaints and feedback.

* Strive to meet and exceed our customer experience teams KPIs and targets Report and document any kinds of issues to the responsible departments.

* Actively suggest ways to improve internal procedures and processes.

* Take on internal projects

* Make every effort to support and positively reflect the Bokksu brand to others

* Being an expert regarding company policies, tools and systems

**Who we are looking for**

* You should have at least one solid year in customer service/care, preferably on the phone and through email or web chat.

* Demonstrating confidence while using all different channels (Phone, Email, Chat, Facebook Direct Messenger)

* Strong Customer Service attitude always keeping the customer in mind

* Communicate to our customers in a highly positive manner

* Reliability, friendliness, listening skills, self-organizing skills, Team-player

**Benefits & Perks**

* Tiered health, dental, and vision coverage

* A free Classic Bokksu box each month, plus additional discounts

* Discounted gym membership

* Work-from-home and remote-work flexibility

* Company retreats, happy hours, dinners, and other outings

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Bokksus Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender Gender Gender

Please identify your race Please identify your race Please identify your race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Veteran Status Veteran Status

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

**Voluntary Self-Identification of Disability**

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

* Autism

* Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS

* Blind or low vision

* Cancer

* Cardiovascular or heart disease

* Celiac disease

* Cerebral palsy

* Deaf or hard of hearing

* Depression or anxiety

* Diabetes

* Epilepsy

* Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome

* Intellectual disability

* Missing limbs or partially missing limbs

* Nervous system condition for example, migraine headaches, Parkinsons disease, or Multiple sclerosis (MS)

* Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

Disability Status Disability Status Disability Status

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at .

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.