Illume Candles
  • Maple Grove, MN, USA
  • Full Time

Yes


ILLUME is looking for a passionate, caring, detail-orientated community building expert to join our awesome team! You will work alongside a team of marketers and creatives working hard to build our in-house brands.

In this unique role, you'll be tasked with assisting and delighting our customers day-in and day-out with both reactive and proactive support. Ultimately, you will represent the Good Chemistry® and ILLUME® brands, their voice, and our values at an integral point of the customer's experience.

Starting pay is $18/hour with a competitive benefit package plus great perks including free onsite fitness classes!

Key Accountabilities

  • Customer Service/Order Processing
  • Customer Service Inbox Management
  • Sales and Marketing Support
  • Account Operations Communication

Duties and Responsibilities

Customer Service/Order Processing

  • Provide top-level customer service, including (but not limited to): responding within 24-hours with an answer / expected answer date.
  • Strike a balance between treating each ticket with a high degree of emotional intelligence and care, and a fast resolution.
  • Primarily provide support via email, but also potential new channels like Short Message Systems.
  • Provide customers with proactive support such as in transit order monitoring to anticipate issues, return to sender, failed charges and updating payment method, and so on.
  • Provide excellent customer service to internal and external customers.
  • Ensures Direct-to-Consumer customer service activity runs efficiently and effectively.
  • Responsible for managing incoming customer returns, issuing refunds in Shopify and returning appropriate items back into inventory.

Customer Service Inbox Management

  • Receive orders via email from customers.
  • Manage and prepare correspondence and fulfill customer needs to ensure customer satisfaction.

Sales and Marketing Support

  • Manage social media daily and respond to customer questions and concerns.
  • Develop strong relationships with customers and look for opportunities to further expand the product line.
  • Work closely with Ecommerce and digital team to stay up to date on all active promotions.
  • Ensure that all customer communications are in line with the Good Chemistry and ILLUME brand voice.
  • Support the marketing team with requests related to customer feedback, such as reviews, photos, and comments.
  • Track weekly KPIs on customer service and identify any trends in customer needs.
  • Manage 3rd party review applications (Yotpo and Bazaarvoice).
  • Assist in creating customer feedback/community updates to share internally.

Account Operations Communication

  • Interact with Distribution on a regular basis to resolve any order or shipping issues.
  • Track and report any recurring issues they are hearing about from customers and alert QA and R&D.
  • Work closely with shipping/distribution team on any order updates/issues.
  • Monitor daily open order report and be able to identify any inconsistencies.

Qualifications:

  • Positive attitude with an entrepreneurial approach
  • 2+ years of experience in customer support (ideally within Ecommerce)
  • High emotional intelligence
  • Strong writing skills, and ability to adopt brand voice and tone
  • Stellar interpersonal, communication, and relationship development skills
  • Organized, meticulous, and excellent with time management
  • A team player, collaborative, and ego-free
  • Ability to work autonomously without compromising quality of work

We strive for diversity and inclusion, and as a majority female-led workforce and Executive Team we advocate for closing the opportunity-gap within our minority communities. We are actively seeking to support the career growth of minority, BIPOC and diversity candidates.

Illume Candles
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