We're a growing outdoors & shooting sports company with 2 brands both including e-commerce, paid memberships, training, and private online communities. We're looking for a motivated, self-starter to help lead our Customer & Member Support team. Experience with firearms, hunting, and outdoor products is extremely valuable but not required.
The ideal candidate is a leader, fast learner, operates well without being micromanaged and has customer support experience, for both phone and chat support, and can handle a high-level of responsibility and stay organized.
The position is 100% remote and hours are 9am - 5pm CST (+/- 1 hour for the right candidate)
The main responsibilities will include:
E-commerce customer service: phone, chat, email support.
E-commerce order processing.
E-commerce product & listing creation in system.
E-commerce product & listing management.
Summary of duties:
Answer customer service phone calls Make outgoing calls as needed to complete tasks
Respond to customer service emails
Retrieve, file, and track relevant customer account/order information
Respond to SMS, Chat, Amazon & Social Media messages
Track & communicate customer complaints, feedback, etc.
Process manual & Phone Orders
Create new product listings
Check & track status of fulfillment requests, order routing, tracking information, etc
Check, update, & manage orders and subscriptions in CRM
Once processes are fully understood there will also be an opportunity to revise, update, and create Standard Operating Procedures as necessary.
Leading the customer service team, being accountable for the team, etc.
Training - Leading training for other customer service representatives
Systems we use:
Zendesk
RingCentral
BigCommerce
Shopify
WooCommerce
CheckoutChamp
Stripe
Flxpoint
ShipStation