Customer Service Representative

Job Description

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

Full-time