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Customer Experience Specialist

2 months ago

Seattle, Washington, United States Shelf Engine Full time
About the Role

We are seeking a highly skilled Customer Experience Specialist to join our team at Shelf Engine. As a key member of our operations team, you will play a critical role in ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Improve, analyze, and effectively communicate significant trends and opportunities for assigned customers.
  • Identify and share issues that surface from daily operations with varying internal teams as appropriate.
  • Be a team player on the CX team to support all needs for all customers, as needed.
  • Determine operational issues and create SOPs to solve for new or existing challenges and inefficiencies.
  • Work cross-functionally to manage the onboarding of new locations and categories for customers.
  • Support and communicate with enterprise-level customers to solve issues using creative solutions.
  • Understand project flows and play a key role in ensuring a successful customer relationship.
  • Effectively and efficiently manage, track, and complete operational needs for customer-accounts.
  • Clearly communicate and work with team members across the entire company on behalf of the customer.
  • Create, manipulate, and interpret large data sets to understand the big picture while maintaining familiarity with day-to-day details.
  • Participate in the weekend on-call rotation along with the entire CX team for all orders and customer communication, when required.
Requirements
  • Detail-oriented, analytical, and tech-savvy.
  • Always strive for getting it done well and getting it done efficiently.
  • Skilled at talking to a customer genuinely and clearly.
  • Natural ability to manage a wide range of tasks from manual data entry to analyzing sets of data.
  • 3-5+ years of customer service experience.
  • Foodservice industry experience, specifically in ordering (strong plus).
  • Intermediate MS Excel skills.
  • Previous use of Tableau (a big plus).
  • Bachelor's degree or equivalent professional experience.
  • Authorized to work in the U.S. for any employer.
What We Offer
  • A unique opportunity to join a fast-growing sustainability startup early on, making a meaningful impact on the team as well as the environment.
  • An inclusive work environment that emphasizes each team member's personal and professional growth.
  • Competitive salary in the range of $65,000-$80,000 depending on skills and experience.
  • Pre-IPO equity with a four-year vesting schedule.
  • PTO that is unlimited and self-managed for full-time employees.
  • 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents.
  • Coverage for life insurance, short- and long-term disability, and access to a robust Employee Assistance Program.
  • Optional employee contribution of pre-tax dollars to medical and dependent care FSA accounts.
  • 401k plan through Guideline to contribute to your financial future.
  • Seattle only: Company-paid ORCA transit card.