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 Plymouth. Come see why we are a three-time Star Tribune Top Workplaces award winner!

Merchology is seeking a Seasonal Customer Service Specialist to join our team, starting in August 2024, and working through January 2025. This role will report directly to the Customer Service Supervisor and involves post-sale customer service, including handling inquiries, managing order issues, and ensuring prompt and effective communication with customers. The ideal candidate will possess strong communication skills, a collaborative demeanor, and the ability to resolve customer escalations.

A successful Customer Service Specialist will:

• Handle customer inquiries via phone, email, and chat, utilizing problem-solving skills to meet customer needs.
• Initiate outbound calls and ensure prompt response to voicemails left by customers.
• Assist with answering new ticket questions including status updates, rush order requests, proof approvals, logo edits, and any order issues during production, transit, or after delivery.
• Manage and promptly address incoming emails, Slack chats, or internal tags.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Collaborate with team members to improve customer service processes.
• Keep up to date with product knowledge and customer service best practices.
• Efficiently handle customer complaints and escalations, provide appropriate solutions and alternatives, and follow up to ensure complete resolution.
• Additional projects or duties as assigned.

• High school diploma or GED required; associate or bachelor’s degree preferred
• 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
• Microsoft Office Suite proficiency
• HubSpot or CRM knowledge a plus
• Efficient and detail-oriented
• Ability to type 45 WPM

WHAT WE OFFER

In addition to an outstanding creative culture, authentically nice people, and interesting work, we have:

• Hybrid work schedule
• 401k with match
• Company-sponsored social events
• Premium brand partner discounts
• Employee-led Committees in Social Events, Wellness, DE&I and Giveback

LOCATION

• 3000 Niagara Lane North, Plymouth, MN 55447
• Hybrid role: Three days onsite, two days remote upon completion of training

INDUSTRY

• Business to Business eCommerce and Apparel

Merchology is an equal opportunity employer and certified Disability-owned Business Enterprise. We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application, please email jobs@merchology.com for assistance.