Customer Service Associate

Job Description

Sol-ti’s success resides in consistently developing the highest quality Living Beverages backed by our Employee-Owned team that brings energy and excitement into their daily work with a passion for healthy living and sustainability.

Sol-ti means ‘of the sun’ or ‘you are the sun’. We are committed to helping individuals shine while also preserving the planet with the use of sustainable glass packaging.

Company Summary

Headquartered in San Diego, California, Sol-ti is the fastest-growing refrigerated beverage companies in the United States, creating premium organic wellness beverages and supplements enjoyed by consumers nationwide. Our products can be found at leading retailers, coffee chains, and foodservice partners across the country. Backed by an employee-owned culture, we're building the next generation of functional beverages and Superfoods through innovation, operational excellence, and a commitment to quality.

Career Basics

Location: San Diego, CA

Industry Type: Manufacturer

Category: Customer Service

Beverages: SuperFood Beverages, Wellness Shots, Functional Beverages

Employment Type: Part Time (Monday, Tuesday, and Wednesday or Thursday)

Reports to: Executive & Personal Assistant to Founder/Chairman

# of Direct Reports: 0

This role is based onsite and is not eligible for remote work.

Position Summary

The Customer Service Associate is responsible for providing outstanding customer service as a primary point of contact for Sol-ti consumers by managing the day-to-day customer experience across e-commerce orders, subscriptions, product questions, shipping concerns and product quality complaints. This role serves as the key communication link between our customers, internal departments, and distribution partners to ensure prompt, professional, and accurate resolution of customer inquiries. The ideal candidate is highly organized, detail-oriented, responsive, and comfortable managing multiple customer cases while collaborating with E-Commerce, Operations, Logistics and other internal teams.

Career Responsibilities

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• Serve as the first point of contact for all customer inquiries, product questions and complaints, order inquiries, subscriptions, shipping concerns, retail availability, promotions, and general product information.
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• Manage customer service resolutions including returns, refunds, replacements, order cancellations, subscription changes, credits, and other resolutions within established guidelines.
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• Troubleshoot order and delivery issues, including delayed, damaged, missing, or incorrect shipments, and coordinate with E-Commerce, Logistics, fulfillment partners, and carriers as needed.
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• Maintain accurate records of all customer interactions and complaint resolutions in Zendesk and internal reporting systems.
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• Recognize and promptly escalate product quality, safety, or other sensitive customer concerns in accordance with company procedures.
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• Document and investigate customer issues, coordinating with Quality Assurance, Production, and Logistics teams as needed.
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• Share recurring customer feedback, concerns, and trends with appropriate internal teams to support service and process improvements.
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• Track and analyze trends in complaints to identify recurring issues and support continuous improvement initiatives.
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• Provide timely follow-ups and status updates to customers and maintain ownership through resolution.
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• Ensure all responses to customers are in line with company standards and regulatory guidelines.
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• Maintain approved macros, templates, FAQs, knowledge resources and customer service procedures to ensure consistent and accurate communication.
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• Help maintain established response time and customer satisfaction standards.
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• Support occasional wholesale, retailer or partnership inquiries and route them to the appropriate department.
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• Contribute to a positive customer experience by handling all interactions with professionalism and care.
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Career Requirements/What we ask of you:

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• High school diploma or equivalent; associate or bachelor’s degree preferred.
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• 2+ years of customer service experience, preferably in a food or beverage manufacturing environment.
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• Experience using Zendesk or similar CRM/ticketing software preferred.
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• Comfortable handling a high volume of written customer communication.
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• Excellent written and verbal communication skills.
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• Strong understanding of quality and food safety standards (e.g., HACCP, GMPs) is a plus.
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• Ability to handle sensitive issues calmly and professionally.
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• Proficient with Microsoft Office.
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• Strong organizational and problem-solving skills.
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What we offer you:

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• $27.00-$30.00 per hour, based on experience
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• Performance-based bonuses
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• Health Insurance programs with industry leading contributions towards your premium
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• Referral Programs and free access to our functional beverages and supplements to enjoy while at work or home
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• 80 hours of paid time off, two floating holidays and eight paid company holidays.
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Sol-ti Values

We each have an inner light. At Sol-ti, we encourage you to Let Yourself Shine while also encouraging others to shine their brightest. We are committed to helping individuals shine through Liquids of Vitality while also preserving the planet with the use of sustainable glass packaging.

Create the Best Product: Best in Glass

Did you know that most of the other beverages on the market use petroleum based single-use plastic packaging? Not only is this harmful to our oceans and landfills, it is also not sustainable. From the start, we have been committed to bottling in glass for purity, people, and the planet.

Our unique UV Light Filtration process uses light rays to preserve our liquid without pasteurizing it – eliminating spoilers without pasteurizing it – so you can enjoy organic, Glass Bottled, Living Beverages.