What are the responsibilities and job description for the Customer Support Associate position at Ship Essential?
We're looking for an awesome human to provide customer support to our portfolio of fashion, footwear, and consumer goods brands! Ship Essential manages e-commerce fulfillment and inventory storage for up-and-coming and established brands in LA and NYC. You'll be the front-line support person working alongside a team of dedicated, e-comm operations nerds.
This is a temporary, in-person position at our fulfillment center located Downtown, Los Angeles.
Hours: M-F 9am - 5pm
- Answer incoming emails, texts, and calls on a range of topics including: order details and tracking, shipping issues, inventory, special requests, and general account questions or concerns
- File claims for lost packages with carriers and communicate updates and resolutions with brands
- Follow up with carriers regarding claim statuses and delayed shipments
- Demonstrate appropriate sense of urgency for prioritizing customer tasks and meeting all deadlines
- Demonstrate clear, polite, and professional written communication
- Proactively communicate system and process issues, customer feedback, and recurring patterns or concerns with management
- Set appropriate and realistic expectations with customers
- Communicate brands needs to operations team in an efficient manner while maintaining brand standards and customer service
- Clearly understand and respond appropriately to issues that customers present, then proactively solve the issues at hand
- Exceed customer expectations by going above and beyond while realizing that Ship Essential is an extension of our brands
- This is an in-person role at our fulfillment center in Downtown, LA
- Customer service/support experience
- Proficient in CRM and WMS systems, with experience in Shopify integration preferred
- Knowledge of shipping industry
- Impeccable attention to detail: whether building quotes, writing emails or drafting tickets, your work is always accurate and free from typos or calculation errors
- Ability to manage working between multiple computer systems and applications open at a time while retrieving information from one to complete fields in another
- Ability to multitask, prioritize, and manage time effectively working independently and with a team
- Experience working under pressure while consistently meeting standards for productivity and quality
- Ability to remain professional and courteous with customers at all times
- Ability to efficiently identify client needs and determine how to address them (ie. whether to resolve them directly or escalate them to another individual / group)
- Health Care Plan
- Retirement Plan (401k)
- Paid Time Off (Vacation, Sick & Public Holidays)
