Administrative Assistant

Job Description

Tired of being micromanaged? Ready for a job where you can grow and feel like a true asset? Searching for that company who understands life work balance?

A fast growing eCommerce company with $8.6M in annual sales is looking to add a self-starter that doesn't need to be managed to our small family business..

We manufacture and sell specialty cleaning products.

85% of business is direct to consumer pet stain and odor remover. Other 15% is another store brand cleaning product that is sold both direct and wholesale.

Some of our product lines:

My Pet Peed - Pet Urine Remover

Purrfect Potion - CATastrophe Remover

Eco88 Brands - Cleaning & disinfecting products

Puss & Pits - Premium Feminine Wipes

Our current challenge is we cannot process orders for shipment until all support tickets have been gone through; address changes, order changes, cancellations, etc.

Duties:

Provide knowledgeable answers to customer phone, e-mail, support tickets and possibly social media inquiries regarding products and brand

Assist clients on ordering

Deal with orders in the back office and liaise with logistics

Follow-up on orders

Follow-up on all customer requests to ensure the brand provides the highest level of customer service

Assist customers with after-sales issues

Be a primary contact for customer inquiries about our products and brand

Accurately process daily entry of orders and perform routine order tracking through our proprietary software

Process and track customer returns and claims

Become an expert on our products and brand

Batch orders and print shipping labels for our fulfillment department

Manage all UPS shipping claims

Additional administrative tasks

Skills

Proficient in Google / Microsoft suite

Experience in a eCommerce environment a plus

Self-starter with an entrepreneurial spirit! You’re ready to jump in - no job is too big or too small

Strong problem solving skills

Characteristics Needed:

Top notch communication skills - including being able to communicate concisely our company policies to customers

Empathy and Emotional Intelligence- being able to put yourself in the customer’s shoes and understand the situation from their perspective

Emotional Intelligence - customers need more than just empathy. They need the customer service rep to be able to take things a step further by letting emotional intelligence lead interactions.

Put these two skills together and we are looking for a customer advocacy

Active listening and attentiveness

Team player

Patience - required when a customer is angry/venting, takes forever to explain a problem etc.

Thick skin and the ability to take ownership - Take ownership of a problem. At the end of the day customers are looking for reps who own both the problem and problem-solving process. (This takes humility, integrity, and sincerity).

Improvisation and ability to adapt

A growth mindset and willingness to learn - we use multiple platforms that you will have to learn.

Time management and organizational skills

Sales ability

Confidence

ResilienceCompany Description

We manufacture and sell niche cleaning products direct to consumers online.

Some of our product lines:

My Pet Peed - Pet Urine Remover

Purrfect Potion - CATastrophe Remover

Eco88 Brands - Cleaning & disinfecting products

Puss & Pits - Premium Feminine Wipes

Our main tasks fall into two main categories:

1) Marketing: We add and launch roughly one new product to our line per year. That entails creating and launching the product branding, building the websites, and creating the supporting marketing material that will be used to launch.

2) Fulfillment: Monitoring all support channels. Processing orders for shipment, and handling returns.