What are the responsibilities and job description for the Customer Account Specialist position at Boxed Water Is Better?
About Boxed Water:
Boxed Water™ was the first national company to offer a sustainable alternative to plastic bottles and aluminum cans. Over our 15-year history, we have become the leader in the sustainably packaged water category. We believe small changes make a big impact! Beyond a product, Boxed Water has planted over 1,500,000 trees in U.S. National Forests. Our employees are making a lasting, positive difference in our world.
Job Summary:
The Customer Account Specialist role serves as the first point of contact for sales leads and the primary point of contact for online customers. You will foster strong, lasting relationships with consumers and business accounts and provide timely responses to inquiries, concerns, and requests with a solutions-oriented attitude. The ideal candidate will have experience in sales, Ecommerce platforms (e.g. Shopify), and exceptional customer service skills.
Essential Functions:
- Manage all inbound B2B sales inquiries (primarily email and some phone) including evaluating requests, determining appropriate pricing, coordinating logistics, developing customer rapport, and closing the sale.
- Guide customers through product discovery and education, upselling them if relevant, and nurturing them through the sales funnel.
- Address customer requests through ticketing system promptly, answering questions related to order processing, shipping timelines, and product information. Provide universal support to customers and the sales field.
- Maintain a direct line of communication with our operations team to ensure all information is properly shared and order/shipping process is seamless.
- Cultivate relationships with key accounts and repeat customers, proactively reaching out to them and encouraging repeat purchases.
- Troubleshoot logistics-related or quality issues, escalating and communicating claims to internal teams while ensuring two-way communication with customers.
Other Responsibilities:
- Support marketing efforts through executing email campaigns to B2B leads, subscription account holders, affiliate partners, and prospects.
- Monitor wholesale sales volumes and business trends, identifying and communicating shifts. Share regularly with leadership team, sharing analytics on top B2B customers, revenue generated, and trends.
Job Requirements
- Proficient with Microsoft Office (Word, Excel, PowerPoint)
- Experience with Ecommerce tools, such as Shopify and ReCharge
- Experience with customer ticketing systems, such as ZenDesk
- Ability to lift up to 32lb to support customer shipments and samples, as needed
- Position is hybrid. Required availability to work in the Holland, MI office up to 3 days per week
Desired Background and Skills
- 3 years of experience in sales or customer service at a B2B company or selling to B2B customers for a brand/service. Must have sales experience including nurturing clients and closing sales leads.
- Proactive communication skills – not afraid to pick up the phone or email to a new contact.
- High level of initiative – able to work independently and problem solve.
- Determine what matters most – distinguish between urgent and important tasks to manage multiple requests and prioritize based on impact.
- Business savvy – understands B2B business goals and keeps them in mind when interacting with clients/consumers.
Job Type: Part-time
Pay: $25.00 per hour
Expected hours: 25 – 30 per week
Benefits:
- Flexible schedule
Experience:
- Sales: 2 years (Preferred)
- Ecommerce: 2 years (Preferred)
Ability to Commute:
- Holland, MI 49424 (Preferred)
Work Location: Hybrid remote in Holland, MI 49424
Salary : $25