What are the responsibilities and job description for the Customer Experience Specialist position at Shevick Sales Corp?
Company Summary
Shevick Sales Corp. is the umbrella company that owns Sleep On Latex and Earthfoam. We specialize in the manufacturing and selling of all-natural mattresses and mattress products. Sleep On Latex was founded in 2013 and has quickly grown to become the largest online retailer of natural latex mattress products in the USA. Our products are all made with natural latex foam, which is produced from natural latex, harvested from rubber trees in Sri Lanka. Natural latex foam is environmentally friendly, healthy, and extremely comfortable.
All our products are sold through our website and other online sales channels. It is very important for us to connect directly to our customers to provide fast, reliable, and most importantly, friendly customer service. We strongly believe that by shipping products directly from our factory to our customers, we can provide the best buying experience possible. We pride ourselves on being able to offer a great product, for a great price, with amazing customer service. From the office to the factory floor, our employees are focused on creating great products and exceeding our customers’ expectations.
We are currently seeking a full-time Customer Experience Specialist to join our team!
Job Summary
As the Customer Experience Specialist, you will respond to customer inquiries, assist customers with product selection, and professionally address customer concerns. You will be responsible for the prompt and proper resolution of customer questions or concerns by providing additional information or engaging with others within the company to provide a solution according to company procedures.
Duties and Responsibilities:
- Act as the voice of Sleep On Latex when communicating with customers via phone, email, and chat
- Provide knowledgeable answers to technical questions about our products
- Assist customers in choosing the best products to fit their needs
- Process customer orders and maintain customer relationships
- Communicate with other departments to ensure customer satisfaction and accommodate special requests
- Coordinate with our shipping partners to resolve delivery issues and set up return pickups
- Develop creative solutions to enhance customer experience
- Collaborate with other team members to create promotional content and assist in marketing efforts
Qualifications
- Bachelor’s Degree Required
- 2 years’ experience in customer service, e-commerce operations preferred
- Excellent verbal and written communication skills
- Experience using multiple lines of communication (email/phone/chat/social)
- A positive attitude with excellent interpersonal skills
- Analytical and organized with high attention to detail
- The ability to thrive under pressure in a fast-paced environment
- A strong desire to not only assist customers, but also give them a memorable and satisfying buying experience by going above and beyond their expectations.
This is a full-time position. Days and hours during on-site training will be Monday-Friday from 8:00 am-5:00 pm. After a month of training, you will be added to the Customer Experience Department schedule, where you will be required to work every other Saturday. For the weeks that you are scheduled to work on a Saturday, you will be off during one weekday in exchange for working on Saturday.
Please note that although daily work is performed remotely, selected candidates must be available for mandatory in-person onboarding, initial training, and quarterly on-site meetings at our local facility.
*Additional on-site opportunities may also be available.
This position does include benefits such as: Medical, Dental, & Vision Insurance, Paid Time Off (PTO), a 401k Company-Matching Program, select Paid Holidays, and work-from-home flexibility.
**Shevick Sales Corp is an EEO employer**