Customer Service Associate

Job Description

The Customer Service Associate ensures efficient order processing and maintaining strong customer relations while also performing warehouse duties.

The Customer Service Associate is responsible for ensuring great customer experience to our customers and stores. This role is expected to also perform warehousing responsibilities including picking, organizing, and staging customer pickups.

Primary Job Responsibilities

Manage the daily operation of a wholesale/distribution branch and ensure orders are efficiently received, filled, and shipped

Monitor and improve customer service by resolving inquiries quickly and accurately

Ensure smooth order processing, shipping and returns while maintaining service excellence

Handle escalated customer issues and complaints, providing guidance and support to the team in resolving complex or sensitive situations

Track key performance indicators (KPIs) such as resolution time, first contact resolution, and customer satisfaction, and implement strategies to improve performance

Required Experience and Skills

Understanding of Shopify Integration:

Understanding how Shopify integrates with Gorgias and Management Systems (WMS) to sync inventory and order data.

Streamlining order fulfillment processes, including automated picking, packing, and shipping.

Utilizing Shopify's and Gorgias features for order management, fulfillment automation and returns

Sales experience

Customer Service Experience

Ability to lift 50 lbs.

Ability to stand on feet for the majority of an 8 hour day

Ability to work in a fast-paced environment

Proficiency in Microsoft 365 suite

Preferred but not Required Experience and Skills

Distribution and/or wholesale experience

Forklift experience

Experience working in a warehouse

Experience using RF Scanners, Shipstation, Skuvault

Full-time