Customer Experience Associate

4 days ago

New York, New York, United States Momofuku Group Full time

About the Role:

The Customer Experience Associate will support the Consumer Packaged Goods (CPG) team in building and maintaining strong customer relationships as we grow. This position provides an opportunity to gain insight into the operations of a direct-to-consumer brand and valuable work experience in customer service and success.

Key Responsibilities:

  • Respond promptly to customer inquiries and complaints related to purchase experience, shipping, product quality, and stock.
  • Maintain a positive and professional attitude toward customers at all times.
  • Maintain strong knowledge of our CPG products to quickly and accurately answer customer questions.
  • Process order actions, including refunds, replacements, cancellations, and address changes, within our e-commerce platform.
  • Communicate with fulfillment and logistics partners to troubleshoot and correct any order issues.
  • Keep records of customer interactions, complaints, inquiries, and transactions, and send daily reports to the CPG Operations Manager.
  • Identify trends or pain points in customer experience based on inquiries and complaints received.

Requirements:

  • Bachelor's degree or equivalent combination of education and experience.
  • Strong communication and administrative skills.
  • Ability to provide excellent customer service with a friendly demeanor.
  • Well-spoken, courteous, and professional.
  • Ability to juggle multiple logistics.
  • A team player with a can-do attitude.
  • Detail-oriented and always thinking ahead.
  • Excellent time management and ability to prioritize tasks.
  • Ability to navigate diverse personalities.
  • Knowledge of or experience with e-commerce platforms is a plus.

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