Customer Service Representative

Job Description

We are a worldwide distributor and manufacturer of high quality and environmentally friendly products for the hookah industry. We have been innovators in the industry since our debut in 2005 and with hard work and dedication; our company has grown exponentially to meet the demands of our fast-paced, quality-loving consumers.

Objectives of this Role

· Manage inbound and outbound calls and answer customer service emails

· Identify and address customer needs with a goal of complete satisfaction

· Provide expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to customers

· Process daily online orders, pick and pack, prepare packages, generate labels and drop packages to the post office when needed

· Research local and international freight shipping quotes

· Maintain stockroom by restocking, cleaning, organizing and labeling items

· Track inventory, report shortages, adjust stock quantities on websites

· Replenish office supplies and report shortages

· Help customers with returns, exchanges, refunds, tracking packages and placing claims

· Contribute to the company's blogs and posts on its website and social media

· Help with capturing wholesale inquiries and provide support to wholesale department

Responsibilities

· Build expert and dynamic knowledge of company products

· Research information using available resources to satisfy customer inquiries

· Build rapport with customers by engaging with them in an inviting and professional manner

· Deliver exceptional experience and nurture lasting relationships

· Respond quickly, professionally, and accurately to all customer inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties

· Meet qualitative and quantitative targets set by management

· Maintain daily recordings, and log and document issues and resolutions in an electronic database for sales and executive management teams to review

· Follow company communications guidelines and procedures under minimal supervision

Skills and Qualifications

· High school degree or equivalent

· Previous experience in customer support, admin support, client services or related field

· Strong communication skills over the phone, including active listening and clear articulation

· Bilingual in Spanish and English preferred. Must speak English fluently

· Basic computer skills such as Outlook, Word, Excel. Working knowledge of CRM systems and shipping software such as UPS WorldShip, Stamps.com and Shopify platform is a plus

· Ability to multitask, manage time, prioritize, resolve conflicts or escalate tactfully

· Able to work individually and part of a team

Job Type: Full-time

Pay: $19.00 - $22.00 per hour

Benefits:

• Paid time off

Work Location: In person

Salary : $19 - $22