ECommerce Customer Support Specialist and Office Coordinator

ECommerce Customer Support Specialist and Office Coordinator Location Costa Mesa, CA : PRIMARY FUNCTIONS: The eCommerce Customer Support Specialist is a front-line position that engages with our customers. This position is responsible for handling customer inquiries and concerns related to product purchases, both online and offline. ESSENTIAL DUTIES AND RESPONSIBILITIES : · Customer Interaction o Work with our third-party customer support team to ensure that customer inquiries are answered promptly, either via phone, chat, email, or social media, in a friendly, professional, and accurate manner. o Assist customers with order completion, order tracking, product information and warranty claims. o Proactively address and resolve customer concerns to ensure a positive customer experience. · Order Management o Assist customers with order modifications, cancellations, and returns. o Work closely with Warehouse team members on any customer shipping issues or replacement item needs, including returns, missed shipments, late shipments, and lost shipments. o Monitor inventory on accessories and replacement items and work with our in-house demand planning team and our eCommerce team to ensure that items have sufficient inventory. · Product Knowledge o Develop a deep understanding of our products and stay updated on new releases and features. o Educate customers on product specifications and proper product usage. o Work with the digital marketing team to be aware of upcoming promotions and website events. · Technical Support o Provide basic support to customers encountering issues with our websites. o Escalate complex issues to the eCommerce team. · Communication o Communicate customer issues to the appropriate internal teams. o Collaborate with those teams to implement changes based on customer suggestions and feedback. · Other o Manage general office needs, ordering basic supplies, office events, etc. o Answer incoming calls, greet visitors and carriers. QUALIFICATIONS: · Proven experience in eCommerce customer support, preferably with a D2C eCommerce company · Experience with product support software such as ZenDesk, FreshDesk, Gorgias or another platform · Experience with an eCommerce engine such as Shopify, Big Commerce, or WordPress · Experience with Microsoft Office, including Word, Excel and Outlook DESIRED PERSONAL CHARACTERISTICS: · Excellent communications skills, empathy in dealing with customers, computer skills and a passion to ensure that our customers are satisfied · Pleasant, friendly and helpful telephone manner and able to “think on feet” when dealing with callers. · Customer service oriented “can do” approach to work. · Reliable, energetic, proactive, detail-oriented person with a positive attitude. · Superior organizational skills, time management and accuracy. · Excellent people skills. EDUCATION: Bachelor's degree, preferred Job Type: Full-time Pay: $20.25 - $36.00 per hour Benefits: ~401(k) ~401(k) matching ~ Dental insurance ~ Employee assistance program ~ Flexible spending account ~ Health insurance ~ Health savings account ~ Life insurance ~ Paid time off ~ Vision insurance Schedule: ~8 hour shift ~ Day shift ~ Monday to Friday Work Location: In person