Leading tea importer and manufacturer has an immediate opening for an experienced Customer Service Representative. Candidate must be well organized and eager to learn with a strong work ethic and the desire to take charge.
The ideal candidate will be passionate and extremely enthusiastic. This position requires an extremely detail oriented team player with the ability to accurately and efficiently handle a wide variety of administrative tasks. These include answering phones and emails, invoicing customers using our business software, and ensuring that packages are shipped correctly. This person will interact with multiple people across different teams to ensure that customers’ orders are always sent out correctly so the ability to coordinate communication between teams is fundamental.
Qualifications:
- Self-motivated with the ability to work with limited direction
- Positive and team-oriented attitude
- Excellent written and verbal communication skills
- Ability to organize, multitask, prioritize, and work under pressure
- Resourceful; Ability to solve problems and resolve conflicts independently
- Excellent time management, prioritization, and organizational skills
- Must be willing to learn the use of business software. Previous QuickBooks or NetSuite experience a plus.
- Must be fluent in written and spoken English. Conversational Spanish preferred but not required.
- Bachelor’s Degree in Business, Communications, Marketing, English or any other related field preferred, but not required.
Basic Responsibilities:
- Accurately and efficiently enter orders received by email, phone, fax, or through the website into business software.
- Accurately modify or cancel orders and communicate changes to relevant parties, both internal and external.
- Interact pleasantly with customers over the phone
- Accurately log customer complaints and communicate it to appropriate points of contact in a timely manner
- Ability to retain information about orders and shipments sent out every day and report to relevant parties when asked.
- Be an integral part of the order processing workflow, ensuring that orders are fulfilled efficiently and expediently. This includes, but is not limited to, ensuring all order information is correct and all queries are answered correctly and completely.
- Learn and develop knowledge to ensure they are working to the best of their ability
- Maintain quality of work and conforms to organization policies and procedures.
- Ability to adapt in a continuously changing workplace and willingness to take on multiple different tasks.
Advanced Responsibilities:
- Collect data about orders and organize them into reports to be sent to C-level executives and board members.
- Create feedback forms and use them to collect data around customer service performance, create reports with this data, and recommend meaningful process flow changes to improve customer service
- Maintain and organize the customer complaint log and report weekly on issues facing customers when doing business with us. Use this information to affect change in the order processing team.
- Cultivate a passion for tea and the other products we sell, learn as much as you can about our products, and teach and disseminate information about our products to the order processing team
- Coordinate the transfer of information between individuals and departments, and cultivate a data-driven culture as we migrate between business systems. Help identify and measure the key performance indicators for the order processing department including but not limited to those related to orders, customer service, and logistics.
Benefits:
- Vacation
- Holidays
- Medical
- Opportunities for Advancement