What are the responsibilities and job description for the Customer Experience / Administrator Coordinator position at Incredible Cookies.com?
Job Summary
Incredible Cookies.com is a NJ based gourmet cookie company founded by visionary entrepreneur Steve Mandell, best known for founding Party City. Recognizing a gap in the market for personalized edible gifts, Steve launched Incredible Cookies to offer a streamlined, user-friendly way to order custom printed cookies for any occasion.
From corporate events and holidays, to weddings and birthdays, Incredible Cookies specializes in beautically crafted, made-to-order treats using state-of-the art edible printing technology, and the finest ingredients. Each cookie is individually wrapped to ensure freshness and presentation, with options to personalize using names, photos, logos, and messages.
Operating with remarkable efficiency, the company bakes, packs, and distributes thousands of personalized cookies per day on average, maintaining a 24 hour turnaround, and guaranteed next day shipping to customers nationwide.
In just the past two years the company has more than doubled its business, and with ambitious plans to innovate and add more new products, Incredible Cookies will continue to expand operations, and expand its customer base.
In the short period of time in its existence, Incredible Cookies has proven to be the desired choice of many of the leading branded company's in the BTB market place.
The company has earned a stellar reputation for customer satisfaction, boasting over 1,500 verified reviews on the independent platform Judge.me in the past 18 months, with 90% being 4 and 5 star ratings.
This commitment to excellence has made Incredible Cookies the fastest growing custom cookie company in the industry, driven by a passion for creating happy, repeat customers.
Scope and Responsibilities
As our Customer Experience & Administrator Coordinator, you'll be the heart beat of our business- supporting customers, handling administartive tasks, and driving service initiatives. You'll ensure every order is accurate, every question answered, and every cookie arrives freash and on time. When issues arise you will make certain that each complaint or problem is handled courteously, professionally, and with a sense of urgency. Utilizing diplomatic skills with a high level of empathy, is most important.
You will also have active involvement in the growth of the business by staying on top of our loyal clientele, informing them of upcoming promotions, and developing a "loyalty program" that rewards repeat business.
You also will work with "mailing list" providers to expand our reach to a larger pool of BTC and BTB clientele.
Responsibilities
- Set the tone for exceptional customer service. Exhibit "best friend" behavior ensuring our customers are made comfortable throughout the entire process
- Provide exceptional customer support via phone, and email, ensuring all client interactions, are promptly addressed with professionalism and warmth
- Handle inbound and outbound calls, including outbound calling campaigns to follow up on inquiries or promote services
- Assist clients with inquiries related to products, services, or account information using clear communication and active listening skills
Requirements
- College Degree required
- Multilingual skills are highly preferred; fluency in English plus additional languages is a strong asset
- Five years experience in customer support in BTC and or BTB environments is required
- Excellent communication skills with professional phone etiquette and active listening capabilities
- Strong computer skills including proficiency in Microsoft Office
- Bilingual ability (English plus at least one other language) is advantageous for serving diverse client needs
- Demonstrated ability to handle multiple tasks simultaneously while maintaining attention to detail
- Experience in customer service roles that involve analysis skills, problem-solving, and client interaction management
- Ability to work well under pressure in a fast-paced environment while maintaining positive client interactions -hi-energy individuals a must
- Excellent mathematical skills is desired
Join us as a Customer Experience / Administrator Coordinator and become an integral part of a vibrant team dedicated to delivering outstanding service! Your proactive approach and enthusiasm will help us create memorable experiences for every client while advancing your professional growth.
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- Health insurance
Work Location: In person
Salary : $80,000 - $100,000