E-Commerce Client Account Concierge

E-Commerce Client Account Concierge

This position is scheduled Sunday through Thursday.

You MUST include a cover letter to be considered for this position.

POSITION SUMMARY

As an E-Commerce Client Account Concierge, you will be responsible for navigating multiple E-commerce platforms in order to coordinate client accounts. A firm understanding of our company, products, and policies will allow you to resolve customer concerns, contribute innovative ideas to your team and foster meaningful client relationships.

Your attentiveness to detail, ability to work independently and informed decision-making will contribute to an efficient and personalized customer experience. A strong foundation of product knowledge and ongoing education effort contributes to your success as a trusted, reputable member of our team.

In order for your application to be reviewed, please include a cover letter that includes the following:

What makes you the best fit for this position as an E-Commerce Client Account Concierge?

Which do you prefer more: tasks oriented around creativity or process-driven tasks? Expand.

In order of importance to you, please provide the top three most important factors in a job.

Are you available to work Sunday through Thursday?

An E-Commerce Client Account Concierge is:

• Able to make informed recommendations based on product knowledge
• Able to independently prioritize daily responsibilities and periodically change direction to accommodate emerging company concerns
• Able to evaluate scenarios in terms of the “big picture” while working with many moving parts
• Efficiently solving issues that may arise during the customer experience with creative solutions
• Can improve the customer experience through critical thinking and innovation
• Understanding of current company initiatives and possesses the ability to clearly express them to customers
• Executing analytical, independent and mindful decision making
• Acting as a direct liaison between the customer service team and all other internal departments
• Understanding of our brand voice and able to communicate with customers accordingly
• Fostering trust in order to create and maintain meaningful relationships with CBDistillery clients
• Capable of identifying and appropriately escalating emerging concerns such as site outages, feedback trends and internal platform concerns

CORE RESPONSIBILITIES

• Site navigation and functionality assistance for our clients
• Generating new orders
• General tech resolution
• Loyalty Program management
• Utilization of macros
• Tracking packages within UPS and USPS
• End-of-day reporting to direct manager
• Conduct client consultations
• QA documentation
• Processing customer refunds
• Use of Standard Operating Procedures
• Returned package processing
• Place orders on behalf of clients via phone call
• Inventory tracking and navigation of out-of-stock scenarios
• Money Back Guarantee policy consultations + data entry
• Internal client profile management
• Ability to understand, locate and utilize internal team resources
• Updating customer payment methods
• Processing website reviews based on industry regulations
• Insightful contributions and engagement in meetings
• Subscription account management and problem resolution
• Data entry
• Use of Microsoft Teams and Outlook
• Payment processor responsibilities
• Inbound and outbound email correspondence
• Customer de-escalation
• Answer inbound calls/conduct outbound calls
• Correspondence with other departments such as Marketing and Fulfillment in order to complete overlapping responsibilities

JOB QUALIFICATIONS IN ADDITION TO THE ROLE AS OUTLINED ABOVE:

• Previous experience working in an office environment
• Punctual, reliable and dependable individual
• Exceptional written, verbal, and interpersonal skills
• Ability to meet required goals and quotas
• High School diploma/GED required (associate degree in a business-related field preferred)
• Excel and basic computer literacy

Platforms:

• ShipStation
• CyberSource
• Zendesk
• YOTPO/Swell Rewards
• Outlook
• OrderGroove
• BigCommerce

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• Health insurance
• 401(k) matching
• Paid time off
• Work from home
• 401(k)
• Dental insurance
• Vision insurance

Experience level:

• No experience needed

Shift:

• Day shift

Weekly day range:

• Every weekend

Work setting:

• Remote

Work Location: Remote