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Customer Experience Specialist

2 months ago

Hoboken, New Jersey, United States Happy Box Full time
Customer Experience Specialist

We are seeking a highly skilled and enthusiastic Customer Experience Specialist to join our team at Happy Box. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our customers.

Responsibilities:
  • Maintain a high level of professionalism with customers and establish a positive rapport with every contact.
  • Efficiently and correctly answer all email and social media customer service inquiries and tickets regarding shipping issues, product questions, order issues, and general customer concerns.
  • Redirect issues to appropriate internal parties as needed to ensure further action is taken.
  • Hit all daily and weekly CX productivity goals and reporting goals and deadlines.
  • Responsible for handling all fulfillment center in-person CX needs, including return to senders, correcting invalid addresses, address change validation, answering international shipping questions, handling reshipments, and more.
  • Work closely with the fulfillment center team and help facilitate all order changes/issues in a timely manner.
  • Actively participate in and facilitate CX needs documented in our internal Slack channel.
  • Help support manager in maintaining an up-to-date product details spreadsheet.
  • Responsible for marking errors in fulfillment portal and providing insight into noticeable error trends as needed.
  • Send weekly report of any recurring customer issues, trends, and propose solutions to mitigate similar problems in the future.
  • Monitor customer-related inventory issues and execute the appropriate processes for ingredient questions, out of stock items, damaged items, and low stock items.
  • Fulfill and ship (or reship) items in response to customer needs, promotional/marketing needs, or any special project needs.
  • Trained and able to step into the fulfillment team on an as needed basis to assist during high volume periods.
  • Support our Corporate team with customer service needs, including gift card creation, shipment tracking, and ad-hoc support via creating shipping labels and add-on invoicing.
  • Assist with ongoing CX + Fulfillment training and training refreshers.
  • Partner with our shipping insurance partner to ensure all shipping claims are submitted.
  • Escalate problems to the appropriate team members or channels.
Requirements:
  • Must be able to work in-person in our fulfillment center based in Hoboken, New Jersey.
  • Must be 18 years of age or older and legally able to work in the U.S.
  • Proficiency in Gorgias or similar CX ticketing software required.
  • Basic computer proficiency (email, able to be trained in our software).
  • Able to follow directions and critically problem solve.
  • Must be solutions-oriented with a positive attitude.
  • Offer potential solutions when escalating a problem.
  • Must be prepared to learn all Happy Box duties, tone/voice, playbook, ways of working, and escalation path.
  • Comfortable working autonomously in a fast-paced environment with little downtime.
  • Autonomously tracks personal goals and hits internal benchmarks.