Consumer Love Specialist

Kinder's•Walnut Creek, CA

5h•Hybrid

About The Position

The Consumer Love Specialist will be responsible for ensuring our consumers have exceptional experiences with our brand by engaging with consumers, resolving their questions or problems, and acting as their advocate. You will be at the forefront of building and maintaining strong relationships with our consumers through various communication channels, including direct outreach (phone, email), e-commerce shipment support, and social media. You will partner with the Consumer Experience Team to deliver amazing support to our consumers and help ensure that they feel taken care of as if they were your own friends or family.

Requirements

4+ years of experience in customer service (assisting consumers via email, phone, social media, and/or in person).
Proven, strong communication and interpersonal skills with the ability to deeply connect and empathize with consumers.
Experience with customer service software (e.g. CRM) and social media management tools.
Exceptional time management skills, ability to prioritize tasks.
Strong problem-solving / resolution abilities and the ability to remain calm under pressure.

Nice To Haves

High-growth experience is a plus.
Experience with premium CPG or other consumer brands a strong plus.
Bachelor's Degree preferred.
Bilingual English & Spanish a plus.

Responsibilities

Field inbound inquiries and complaints from consumers via phone, email, chat, social media channels, ratings & reviews, etc.
Resolve consumer issues related to e-commerce shipments promptly and effectively by working with key internal and external stakeholders.
Answer customer questions for our online wholesale marketplace.
Collaborate with cross-functional teams to resolve complex consumer concerns.
Organize and facilitate “surprise and delight” shipments to consumers.
Manage inbound donation requests, shipments, and requestor information.
Provide product information and education to consumers when necessary, leveraging internal stakeholders that can resolve their questions or concerns.
Ensure accurate and thorough data collection and entry into CRM system
Collaborate with quality, marketing, brand, legal, and product development teams to relay consumer feedback and contribute to product improvement efforts.
Coordinate with the e-commerce team to streamline shipment processes and resolve order-related issues.
Interface with external partners and agencies to help inform and support their work.