What are the responsibilities and job description for the Customer Service Representative position at SNACK INNOVATIONS?
About Us
Snack Innovations Inc. is a fast-growing snack company behind the Drizzilicious brand. We are looking for a reliable and detail-oriented Customer Service Representative to support our ecommerce operations.
Position Overview
We are seeking a Customer Service Representative with experience using Gorgias or similar helpdesk platforms. This role focuses on responding to customer inquiries, resolving issues quickly, and maintaining a high level of customer satisfaction across many different mediums (phone calls, chat, social media, emails).
Key Responsibilities
- Manage daily customer support tickets using Gorgias
- Respond to inquiries via email, chat, and social channels
- Handle order issues (shipping delays, lost packages, refunds, replacements) based on approved methods.
- Work within Shopify to review and manage orders
- Maintain basic macros and workflows in Gorgias
- Ensure timely responses and accurate resolutions
- Respond to customer inquiries and resolve complaints related to orders, deliveries, and products
- Print, review, and process incoming online and wholesale orders
- Coordinate order details with production and shipping teams
Qualifications
- Experience using Gorgias, Zendesk, or similar helpdesk software
- Experience with Shopify or ecommerce platforms
- Strong communication skills both via phone and written
- Detail-oriented and organized
- Ability to handle multiple tickets efficiently
- Customer-first mindset!!
- Previous customer service or administrative experience preferred (food industry/ecomm experience is a plus)
- Basic computer proficiency (email, spreadsheets, order systems)
- Ability to multitask and stay organized in a fast-paced environment
- Professional demeanor and attention to detail
Preferred Qualifications:
- Experience in food manufacturing, distribution, or wholesale environments
- Familiarity with order processing or inventory systems
Pay: $21.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Application Question(s):
- Do you have experience using Gorgias or a similar helpdesk platform?
- How many customer support tickets have you handled per day in previous roles?
- Describe your experience with Shopify or other ecommerce platforms.
- How do you handle difficult or frustrated customers?
- Are you comfortable working in a fast-paced environment?
Work Location: In person
Salary : $21