We are seeking to hire our first team member that will help drive our customer satisfaction to the next level! Day to day you will be responsible for helping customers with any issues that arise with their order. Long term, you will create processes and long term solutions that will provide the best customer experience for Aged & Ore.
This job is 90% remote, we ask that the new hire come to our Northbrook location twice a month for meetings.
Customer Service Responsibilities
1. Respond to and resolve customer emails / tickets through the platform 'gorgias' (similar to Zendesk)
2. Customer service on Meta/facebook/Instagram platforms (DM's, comments)
3. Managing and filtering email in 2 general email inboxes (contact@ and orders@)
4. Manage existing full time virtual assistant / customer service agent
5. Identify and document scales of efficiency for customer service rules and processes
Additional Job Responsibilities
1. Resolve shipments that are stuck in the shipping queue (faulty address, incomplete information, etc)
2. Lead as primary liaison for growing wholesale program to brick and mortar businesses.
3. Facilitate and moderate online community (Circle Group)
4. Vetting custom/bulk orders through a sales funnel with provided marketing and sales material.
Qualifications/Responsibilities
- Must have an upbeat, friendly personality, a professional attitude, and enjoy working with people.
- 2+ years of experience in eCommerce management, with a focus on strategic planning and operations.
- Proficiency in Microsoft Office Suite, particularly Excel.
- Strong business judgment and decision-making skills in favor of the customer.
- Proficiency with Shopify (setting up/updating & order processing)
- Proficiency with ShipStation or similar shipping program
- Experienced start to finish order processing for wholesalers
- Excellent writing, grammar and organizational skills
- Concise, positive messaging on social media platforms including meta/facebook/instagram.
- Being a team player and multi-tasking is a must as we are a small office.
- Email (Klaviyo preferred)
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About Aged&Ore:
Aged & Ore is is a Chicagoland based direct to consumer spirits accessory business focusing on the design and development of products that are unique and useful.