Customer Service Representative

The Customer Service Representative will build brand awareness, trust and loyalty by providing an exceptional customer experience. This position will support all aspects of customer service via written and verbal commutation with both our direct and wholesale customers.

This is an in-person role located in Santa Barbara, California. The starting salary is $50-60,000 per year with generous additional benefits to supplement base salary.

Responsibilities:

• Provide excellent customer service:
• Troubleshoot and provide accurate information to customer questions or concerns related to orders, garments, shipments, returns, exchanges, web experience, and company service & environmental initiatives
• Ensure customer interactions and order management are tracking to departmental KPIs
• Work with a team to process returns and exchanges to ensure a smooth transaction for the customer
• Participate in team meetings and report any customer service related issues
• Monitor web site reviews and respond appropriately to any customer service issues
• Respond to customer inquiries via ERP dashboard
• Field and follow up on missed customer phone calls and orders * Participate in all aspects of order management:
• Work with warehouse and logistics teams to ensure on-time shipping; notifying customers when there are delays
• Run oversold and allocation reporting to ensure orders are ready to ship
• Work with customers and sales reps to make order edits, enter new orders and audit orders for accuracy * Handle customer inquiries through multi-channel communication (telephone, email, social etc.) to ensure a wow customer experience
• Product education: communicates features, benefits, fabric properties, usage, and care instructions using various channels of communication
• Utilize all systems accurately and efficiently
• Continually advance product knowledge
• Provide customer insights, feedback regarding websites and processes to the management team
• Sample management and organization each season.
• Work with cross functional teams to solve customer issues and to improve the overall processes
• Contribute to the evolution and documentation of department processes
• Work as a team to ensure department and individual goals are met on a daily basis

Assist with additional departmental tasks/projects as assigned to help support the service teams initiatives

Qualifications:

• Excellent written and verbal communication skills
• Highly organized, self-starting, problem-solver with strong follow through skills
• Proficient in Microsoft Word, Excel, and Outlook
• Ability to quickly learn new systems and grasp technological concepts
• Must be able to organize and prioritize multiple projects in a fast paced environment
• Ability to work well within a team environment while still accountable to individual goals
• Prior customer service experience helpful, but not required
• Experience using Netsuite ERP a plus
• Must enjoy human interaction
• Willingness to problem solve and collaborate across departments to achieve aligned goals
• Willingness to go above and beyond for customers and Toad&Co