Customer Experience Coordinator
Posted by Swiftwick on 03/08/2022
Job Basics
Industry Sector: Outdoor
Job Categories: Customer Service
Company Type: Apparel/SoftGoods
State: TN
City: Franklin
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary:
Required to Relocate: No
Required to Travel: No
Employee May Telecommute: Yes
Job Seeker Must Live Within: Telecommute
Job Description & Requirements
Swiftwick is a leading performance sock company founded in 2008. All Swiftwick socks are crafted in the USA and are backed by our “Best sock you will ever wear” guarantee.
The Customer Experience Coordinator will work in a timely and efficient manner to provide superior customer service when addressing customer needs, resolving questions or concerns, and providing firsthand product information that creates positive customer interactions.
RESPONSIBILITIES INCLUDE:
· Receive and respond to consumer inquiries including our Swiftwick Guarantee, order status issues, and shipment questions
· Respond to direct messages on social media platforms such as Facebook, Instagram, Twitter
· Request and monitor reviews/questions on eCommerce platforms (Amazon reviews, etc)
· Address customer inquiries and guide customers to solutions through live chats
· Develop/present customer service solutions and/or suggest additional items, cross-sell, up-sell
· Learn and retain a thorough working knowledge of all existing and new products
· Answer the phone in a courteous and professional tone to guide consumers through pre and post-purchase experience
· Direct calls to other employees/departments as appropriate
· Monitor and track fulfillment errors for D2C and report them to the operations manager
· Monitor and track quality trends for D2C and report them to the product development manager
· Approve donation requests and create orders
· Monitor unfulfilled orders in Shopify
· The above represents general responsibilities for the position. Other duties, responsibilities, and qualifications may be assigned as defined by the Business Manager and Executive Management team supporting company goals and initiatives
REQUIREMENTS:
· 1-3 years in customer service or related field preferred
· Strong computer, customer service, and troubleshooting skills
· Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness
· Experience with Gorgias helpful
· Excellent communication skills, both written and verbal
· Energetic personality combined with an affinity for detail
