What are the responsibilities and job description for the Customer Care & Digital Engagement Specialist position at rainshadow labs?
Job Description
The Customer Care & Digital Engagement Specialist has a key role at RainShadow Labs, serving as the voice of our organization and ensuring exceptional customer experiences. As the primary point of contact for our customers, you are highly valued for your ability to listen, problem-solve, and provide outstanding service. Beyond traditional customer support, you will play an integral role in digital engagement including social media marketing, and content creation helping to elevate our brand presence and customer connections. You are dynamic, energetic, and passionate about quality service, digital communication, and creative engagement strategies.
Job Duties and Responsibilities:
Respond to electronic inquiries via email, social media, and live chat within established timeframes using current reference materials and available resources.
Manage customer accounts, ensuring accuracy and proactively communicating any order delays or updates.
Answer and triage incoming phone calls.
Process and invoice eCommerce orders using Shopify and BatchMaster.
Research and resolve customer concerns with a problem-solving mindset.
Assist with shipping quotes, tracking, logistics, and delivery investigations.
Maintain and update ERP system customer information.
Perform administrative tasks such as scanning, indexing, and filing.
Monitor and respond to customer inquiries and feedback on social media platforms in a timely and brand-aligned manner.
Collaborate with the marketing team to develop customer-facing materials, promotions, and engagement strategies.
Assist in crafting engaging social media posts, email campaigns, and website content to enhance customer engagement and brand visibility.
Participate in eCommerce and social media marketing campaigns, contributing to ideation, creation, and execution of content.
Crosstrain with the manufacturing department and provide support as needed.
Other duties as assigned.
Experience, Abilities, and Qualities Required:
Exceptional communication skills (verbal and written) and a customer-first mindset.
Strong problem-solving abilities and a proactive approach to customer interactions.
Ability to work independently, manage time effectively, and coordinate across multiple teams.
Proficiency in Microsoft Office (Excel, Word, Outlook) and social media tools.
Experience with Shopify, BatchMaster, or other eCommerce platforms is a bonus.
Comfortable working in a fast-paced, dynamic environment and eager to learn new digital tools.
Basic knowledge of content creation, social media marketing, or eCommerce platforms is a plus.
Job Conditions/Physical Requirements:
Sitting 90-95% and standing 5-10% of the day.
Working at a computer (98%) of the time, with phone usage (30%).
This role is perfect for someone who thrives in customer service, digital communication, and content creation, ensuring a seamless experience across all customer touchpoints while enhancing RainShadow Labs’ online presence.
The Customer Care & Digital Engagement Specialist has a key role at RainShadow Labs, serving as the voice of our organization and ensuring exceptional customer experiences. As the primary point of contact for our customers, you are highly valued for your ability to listen, problem-solve, and provide outstanding service. Beyond traditional customer support, you will play an integral role in digital engagement including social media marketing, and content creation helping to elevate our brand presence and customer connections. You are dynamic, energetic, and passionate about quality service, digital communication, and creative engagement strategies.
Job Duties and Responsibilities:
Respond to electronic inquiries via email, social media, and live chat within established timeframes using current reference materials and available resources.
Manage customer accounts, ensuring accuracy and proactively communicating any order delays or updates.
Answer and triage incoming phone calls.
Process and invoice eCommerce orders using Shopify and BatchMaster.
Research and resolve customer concerns with a problem-solving mindset.
Assist with shipping quotes, tracking, logistics, and delivery investigations.
Maintain and update ERP system customer information.
Perform administrative tasks such as scanning, indexing, and filing.
Monitor and respond to customer inquiries and feedback on social media platforms in a timely and brand-aligned manner.
Collaborate with the marketing team to develop customer-facing materials, promotions, and engagement strategies.
Assist in crafting engaging social media posts, email campaigns, and website content to enhance customer engagement and brand visibility.
Participate in eCommerce and social media marketing campaigns, contributing to ideation, creation, and execution of content.
Crosstrain with the manufacturing department and provide support as needed.
Other duties as assigned.
Experience, Abilities, and Qualities Required:
Exceptional communication skills (verbal and written) and a customer-first mindset.
Strong problem-solving abilities and a proactive approach to customer interactions.
Ability to work independently, manage time effectively, and coordinate across multiple teams.
Proficiency in Microsoft Office (Excel, Word, Outlook) and social media tools.
Experience with Shopify, BatchMaster, or other eCommerce platforms is a bonus.
Comfortable working in a fast-paced, dynamic environment and eager to learn new digital tools.
Basic knowledge of content creation, social media marketing, or eCommerce platforms is a plus.
Job Conditions/Physical Requirements:
Sitting 90-95% and standing 5-10% of the day.
Working at a computer (98%) of the time, with phone usage (30%).
This role is perfect for someone who thrives in customer service, digital communication, and content creation, ensuring a seamless experience across all customer touchpoints while enhancing RainShadow Labs’ online presence.