Customer Support & Administrative Associate

Job Description

Job Description

The Customer Support & Administrative Associate is responsible for delivering exceptional customer service while supporting the day-to-day customer service, e-commerce, administrative, and storefront operations. This position serves as a primary point of contact for customers and requires strong communication, organization, attention to detail, and the ability to manage multiple responsibilities throughout the day. 

This is an on-site position requiring regular, in office attendance.

Essential Functions

• Provide professional, friendly, and timely customer service by telephone, electronically and in person.
• Answer incoming calls, respond to voicemails and electronic inquiries, and ensure customer questions and requests are addressed promptly.
• Resolve or escalate difficult or complex issues involving the website, orders, products, shipping, or customer complaints through the appropriate channel.
• Tend to the company storefront and assist walk-in customers with product questions, purchases, and general customer service needs while maintaining a professional, welcoming, and organized customer-facing environment.

·         Accurately enter and maintain customer and order information in internal databases and platforms.

·         Answer customer questions regarding products, including product use and general information, or direct inquiries to the appropriate team member.

·         Process and manage customer orders, returns, cancellations, refunds, out-of-stock situations, and other order-related requests across company sales and e-commerce channels.

·         Monitor and respond to company-related customer questions and comments on assigned social media platforms and other online customer communities.

• Work collaboratively with other departments to resolve customer, order, product, and shipping issues.

Competencies

• Excellent verbal and written communication, including a clear speaking voice, active listening, and a polite, friendly tone.
• Strong problem solving and follow up skills.
• Ability to remain calm and professional when handling complaints or challenging situations.
• Ability to work independently while also collaborating effectively with a team.
• Strong attention to detail, accuracy, and organization.
• Ability to manage multiple priorities and communication channels in a fast-paced environment.
• Demonstrates computer literacy, data entry skills and familiarity with office software and phone systems.

Must maintain confidentiality regarding materials and processes in production and preparation of all products.

May be required to perform other customer service, administrative, and operational duties as assigned.

Physical Requirements

Position is primarily sedentary administrative work.  Must be able to occasionally bend, lift, twist, reach, squat, and carry boxes to fill customer orders.  Must be able to lift up to 50 pounds either independently, or with assistance.

Minimum Requirements

Graduation from High School, or equivalent.  Two years of administrative experience. Must be able to communicate using verbal, written and hearing abilities to perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.