Job Details
Customer Experience Representative
Rhoback is looking for an upbeat, positive, organized, and creative individual to join our team as a Customer Experience Representative. This individual will be responsible for handling customer service and working with custom/group orders for a fast-growing e-commerce apparel brand and will be at the forefront of interactions with customers.
This role will be based in Charlottesville, VA. This is a Monday through Friday position that requires flexibility on weekends during Rhoback s busy seasons of June, November, and December (some Holidays included). Please note, candidate must be available for the holiday season, weekends included November 1st through December 25th.
Responsibilities - Customer Experience:
- Manage incoming emails, voicemails, Zendesk tickets and Facebook messages from customers in a timely, effective, kind and positive manner. This will primarily consist of emails.
- Manage Returns Processes and Loop Platform. Be flexible reporting to Rhoback warehouse down the road in order to do physical return processes.
- Become Shopify platform expert and become proficient navigating and working with order/customer information.
- Utilize Teams Messaging App to keep constant communications with fulfillment leadership.
- Work on projects that support company-wide goals and initiatives. This can include NetSuite testing and implementation.
- Continuously brainstorm ways to improve customers' experiences.
- Set the example to become the gold standard Customer Experience Representative in the apparel industry. Continually focus on laying the foundation to build out a scalable and best-in-class customer service division at Rhoback as the company continues to grow quickly.
- Work with Inventory Analyst to make sure all inventory is stated accurately after CX processes like returns and order cancellations.
- Create and maintain metrics regarding customer experience with website, products, and overall brand using Shopify platform.
- Be flexible. Given the team is small and growing fast, this position will require a team-building, self-motivating and solution-oriented attitude. Have a willingness to pitch in on any and all fronts to help the team in a positive and effective manner.
Qualifications:
- The ideal candidate will have at least 6 months of experience in a customer-facing role, ideally in e-commerce or retail. But this is not a deal breaker we are looking for a well-rounded individual, so we welcome any type of career background to apply!
- Must be proficient with Microsoft Excel, PowerPoint, Outlook, Gmail and be able to learn new programs quickly. Shopify experience is preferred, but not mandatory just a willingness to learn and become an expert in Shopify. NetSuite and Zendesk experience are a plus.
- Acute attention to detail is a must.
- Must have strong, friendly, and upbeat verbal and written communication skills.
- Ability to remain cool, calm, collected, and organized (you may need to work with an unhappy customer from time to time!).
- Must be extremely responsive and on top of all customer emails.
- Ability to represent Rhoback and be the voice of the company while handling customers in a professional manner. This is the front line and often the only interaction with the brand for customers and thus one of the most important roles.
Benefits:
- Competitive compensation package
- Opportunity to work in a dynamic and collaborative environment
- Potential for growth and learning within the company
Only serious and qualified candidates with a passion for growing a fun startup e-commerce brand will be considered. If you think you'd make a great addition to the Rhoback Team, please apply today!
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