Customer Success Specialist

Job Description

Job Description

Description:

Mur-chol- uh -jee | The science of company merch; the skill of creating and delivering custom-branded apparel and corporate gifts around the world.

Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel, headwear, drinkware, gifts, and accessories. We are family-owned, people-powered, and we are adding to our #MerchFam at our facility in Plymouth. Come see why we are a three-time Star Tribune Top Workplaces award winner!

Merchology seeks a Customer Service Specialist I for our Customer Service team. Reporting to the Customer Service Supervisor, the Customer Service Specialist I has a critical role that supports customers with order post-sale. The role fields any inquiries the customer has after their initial logo proof has been approved including order status updates, providing details regarding any out of stock or damaged products, and information on rush requests or firm deadlines.

PRIMARY RESPONSIBILITIES

A successful Customer Service Specialist I will:

• Handle incoming customer calls and initiate outbound calls, ensuring prompt response to voicemails left by customers.
• Assist in placing external purchase orders and proofing
• Assist with answering New Order ticket questions that come in including status updates, rush or firm proof approvals, any order issue while their product is in production, during transit or after delivery, out of stock, and damaged product.
• Collaborate with external vendors to ensure purchase orders are accurately decorated, fulfilled to quality standards, and delivered to customers on time.
• Manage and promptly address incoming emails, Slack chats, or internal tags.
• Respond to customer emails through a shared Customer Service email inbox.
• Have a collaborative demeanor to build relationships and trust with customers who seek assistance with orders
• Complete additional projects or duties as assigned

REQUIRED QUALIFICATIONS

• High school diploma or GED required; Associates or Bachelors degree preferred
• One or more years of customer service experience in retail, restaurant, sales, or office environment
• Friendly and team-oriented attitude to Win as a Team
• Demonstrated problem solving skills
• Microsoft Office Suite proficiency
• Efficient and detail-oriented
• Excellent communication skills
• Experience with a CRM (e.g., HubSpot) preferred but not required

WHAT WE OFFER

In addition to an outstanding creative culture, authentically nice people, and interesting work, we have:

• Generous PTO (18 days per year)
• 8 company-paid holidays
• Hybrid work schedule for select departments
• 40 hours of paid volunteer time
• 401(k) with match
• Medical and dental insurance options, FSA, and HSA (with company HSA match), Critical Illness and Hospital Indemnity, Short- and Long-Term disability insurance options
• Company-paid life insurance
• Company-sponsored social events
• Premium brand partner discounts
• Employee-led Committees

* denotes full-time permanent employee benefits

LOCATION

• 3000 Niagara Lane North, Plymouth, MN 55447
• Remote hybrid role: Three days onsite, two days remote following training

INDUSTRY

• Business to Business eCommerce and Apparel

Merchology is an equal opportunity employer and certified Disability-owned Business Enterprise. We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application, please email View email address on ziprecruiter.com for assistance.