The Customer Experience Associate assists and coordinates general inbound/outbound customer service inquiries. Some essential duties include answering customer service phone calls, responding to email inquiries, live online chat support, tracking customer service case issues, processing returns & exchanges as well as assisting with any additional tasks such as back order and return to sender review.

Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Overseeing the daily operations of order processing & customer service tickets and phone calls
• Project managing & coordinating various projects
• Manage multiple platforms including the company's customer service software, email & social media.
• Process customer orders & payments
• Respond to internal email inquiries
• Answer and respond to customer messages & comments on the company's social media pages
• Track & follow up with customer service case issues
• Provide live online chat support
• Process returns & exchanges
• Data Entry in various programs and platforms
• Order Processing
• Communicate with appropriate parties for order fulfillment
• Scanning/Copying/Faxing/Emailing
• Paper filing
• Other general administrative tasks as required
• Performing other duties as assigned

Qualifications & Required Skills:

• Prior eCommerce experience
• Prior customer service experience
• Prior retail experience
• Prior merchandising experience
• Prior administrative assistant experience a plus
• Strong attention to detail
• Highly organized and efficient
• Ability to manage and diffuse difficult or emotional customer situations, and respond promptly to customer needs.
• Ability to learn quickly and be adaptable
• Ability to meet commitments accurately and proficiently
• Oral communication- speaks clearly and professionally in positive or negative situations
• Written communication- writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.
• Willingness to be part of a team environment
• Proficient in Email, Outlook, Word, and Excel
• Experience with Gorgias, Shopify , Shipedge, Narvar, and Netsuite a plus

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, and handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.

BYLT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any time without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristics protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person