Customer Success Specialist
About The Position
Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel, headwear, drinkware, gifts, and accessories. We are family-owned, people-powered, and we are adding to our #MerchFam at our facility in Plymouth. Come see why we are a three-time Star Tribune Top Workplaces award winner! Merchology seeks a Customer Service Specialist I for our Customer Service team. Reporting to the Customer Service Supervisor, the Customer Service Specialist I has a critical role that supports customers with order post-sale. The role fields any inquiries the customer has after their initial logo proof has been approved including order status updates, providing details regarding any out of stock or damaged products, and information on rush requests or firm deadlines.
Requirements
- High school diploma or GED required
- One or more years of customer service experience in retail, restaurant, sales, or office environment
- Friendly and team-oriented attitude to Win as a Team
- Demonstrated problem solving skills
- Microsoft Office Suite proficiency
- Efficient and detail-oriented
- Excellent communication skills
Nice To Haves
- Associates or Bachelors degree preferred
- Experience with a CRM (e.g., HubSpot) preferred but not required
Responsibilities
- Handle incoming customer calls and initiate outbound calls, ensuring prompt response to voicemails left by customers.
- Assist in placing external purchase orders and proofing
- Assist with answering New Order ticket questions that come in including status updates, rush or firm proof approvals, any order issue while their product is in production, during transit or after delivery, out of stock, and damaged product.
- Collaborate with external vendors to ensure purchase orders are accurately decorated, fulfilled to quality standards, and delivered to customers on time.
- Manage and promptly address incoming emails, Slack chats, or internal tags.
- Respond to customer emails through a shared Customer Service email inbox.
- Have a collaborative demeanor to build relationships and trust with customers who seek assistance with orders
- Complete additional projects or duties as assigned
Benefits
- Generous PTO (18 days per year)
- 8 company-paid holidays
- Hybrid work schedule for select departments
- 40 hours of paid volunteer time
- 401(k) with match
- Medical and dental insurance options, FSA, and HSA
- Company-paid life insurance and short-term disability
- Company-sponsored social events
- Premium brand partner discounts
- Employee-led Committees in Social Events, Wellness, DE&I and Giveback
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
