Flarespace: eCommerce Operations Coordinator

Our History: 

The Storyteller Overland vibe started out as a drawing on a restaurant napkin in 2017 illustrating a desire to help people live more adventurous lives. Back then, very few had ever heard of an adventure van, and some at the restaurant table with CEO Jeffrey Hunter had doubts it would ever sell.

The company officially launched in 2018 with a humble yet confident team of seven employees. Over the next year, we worked on launching our MODE 4x4 and finding dealer partners to work with, and finally, the dream was turning into a reality.

We’ve been fortunate to be full speed ahead since then. We’ve added sister companies to our galaxy and built out quite the impressive team – hopefully you included. We hit 500 vans built, then 1,000, then so many more that these milestones became difficult to keep track of. We’ve added new vehicles to our lineup and have built a massive community of like-minded adventurers that also continues to grow.

As we reflect on our history, though, we remind ourselves that our best ideas are still ahead of us, not behind us. Here’s to saying yes to the next grand adventure!

Our Culture:

We are proud to have a people centered, values-driven culture, which means we focus less on rules & transacting and more on values & transforming. Our goal is to create workplaces and spaces where great people can do great things in order to thrive and flourish both professionally and personally. 

Role Overview: 

As an Ecommerce Customer Service Representative for an adventure vehicle accessories company, you will play a key role in delivering exceptional service to customers purchasing online. You will assist with inquiries related to orders, product compatibility, and vehicle modifications, ensuring swift and accurate responses. Strong communication skills, both written and verbal, are essential, as is a proactive approach to problem-solving. A solid understanding of aftermarket automotive parts—such as tires, wheels, suspensions, bolt-on accessories, and vehicle modifications—is highly valued, along with a passion for learning and staying updated on industry trends. In this role, you’ll navigate various ecommerce platforms and collaborate closely with marketing, sales, and installation teams to enhance the overall customer experience. If you're passionate about adventure vehicles, thrive in a fast-paced environment, and are dedicated to providing top-tier customer service, this position is perfect for you.

General Responsibilities:

• Respond to customer inquiries and resolve their issues via various communication channels such as email, phone, and/or chat.
• Assist customers with placing orders, tracking shipments, and processing returns.
• Provide product information and recommendations to customers.
• Collaborate interdepartmentally and with outside 3PL partners, on matters such as shipping and billing, to ensure timely and accurate order fulfillment.
• Partner with our internal warehouse teams to fulfill orders directly from our internal warehouse.
• Maintain accurate records of customer interactions and transactions.
• Identify and escalate complex issues to senior representatives or supervisors.
• Stay up to date with product knowledge and industry trends to provide excellent customer service.
• Meet and exceed customer satisfaction goals and performance metrics.
• Make recommendations for continuous improvement of customer service processes and procedures.
• Contribute to the overall success of the accessories eCommerce team by co-elevating with all team members through collaboration, cooperation, and camaraderie.
• All other duties as assigned. 

Work Schedule:

• Typically, Monday - Friday from 8a.m. to 5p.m. CST. However, Flexible availability will be needed, including weekends and holidays, to meet customer needs.

Qualifications/Skills:

• Exceptional phone and email communication skills
• Ability to manage high-volume customer interactions with professionalism
• Strong problem-solving and decision-making skills to resolve issues efficiently
• Excellent time management with the ability to multitask and prioritize effectively
• Highly detail-oriented with accurate data entry skills
• Experience working with CRM systems and customer support ticketing tools
• Familiarity with Ecommerce platforms, order processing workflows, and troubleshooting
• Flexible availability, including weekends and holidays, to meet customer needs

Education and Experience: 

• H.S. Diploma or equivalent required 
• Associate’s degree and/or Trade/Technical Certification preferred
• Proven experience in Ecommerce Customer Service
• Experience working with CRM systems and customer support ticketing tools
• Familiarity with MS Office and G Suite
• Prior experience working in or around manufacturing and/or automotive parts/accessories
• Proven track record of working in a fast-paced position that requires high levels of attention to detail
• Shopify & QuickBooks Experience a

Physical Demands: 

• Sitting: The majority of the workday will be spent sitting at a desk, using a computer, and performing tasks that require sustained attention and focus.
• Light Lifting: Occasionally, employees may need to lift and carry boxes or office supplies weighing up to 50 pounds.
• Reaching and Stretching: There may be instances where reaching or stretching is required to access files, office equipment, or supplies.
• Visual and Mental Concentration: The position may require employees to read documents, analyze data, and perform tasks that demand a high level of visual and mental concentration.
• Repetitive Tasks: Some tasks may involve repetitive motions, such as filing, scanning, or using office equipment, which may require attention to ergonomics and comfort.
• Ability to Sit and Stand for Meetings: Meetings or discussions may require employees to sit or stand for varying periods.
• It's important to note that this job primarily involves office-based work, and the physical demands are generally minimal. Accommodations will be provided as needed to ensure the comfort and well-being of employees in accordance with applicable laws and regulations.

Position Scorecard: 

• Core Competencies - Customer-Centric, Problem-Solver, Technologically Proficient, Gets Stuff Done, Attention to Detail, Adaptable, Sales & Upselling, Collaborative, Teamwork Oriented, Emotional Intelligence
• Position Mission - This team member will deliver exceptional support to online customers by resolving inquiries, processing orders, and providing product information with speed and accuracy. 
• Anticipated Outcomes - The team member will enhance customer satisfaction, drive repeat business, and contribute to the overall success of the accessories division ensuring that the business unit achieves its financial targets. 

Exemption Status: Non-exempt

Salary : $20