Customer Experience Lead (12-month contract)
The CX Lead is accountable for the fulfilment of ecommerce orders, responding to customer inquiries, and managing the full cycle of our inventory.
The CX Lead is an expert on the Viberg product and able to communicate digitally (email/chat/phone) with customers to resolve issues, answer detailed questions, and ensure customer happiness. In addition, the CX lead is responsible for maintaining correct inventory levels, adding new products to our inventory system, and ensuring the company has visibility into the sell-through of products.

Responsibilities

• Accountable for the customer communications to ensure high customer satisfaction
• Prioritize and manage customer inquiries based upon urgency to ensure timely responses
• Add, edit, and manage product inventory and details including SKUs, product information, imagery, colorways, and stock takes etc to ensure inventory accuracy
• Fulfill all ecommerce orders including pick, pack, and shipping.
• Manage customer returns and report on any issues that can reduce returns
• Report on top sellers and dusty inventory to ensure visibility of opportunities to the leadership team
• Coordinate with shipping carriers to resolve issues or find custom solutions
• Coordinate and manage product flow and inventory availability from factory to warehouse

Must Haves

• 3+ years experience inventory management, logistics and customer service
• Strong written and verbal communications skills (spelling and grammar)
• Positive, outgoing attitude with empathy for customer concerns
• Sense of urgency to ensure orders are shipped on time
• Love of numbers, data and spreadsheets

Job Duties:

• Answer incoming customer inquiries
• Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
• Record and modify customer information within the database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company’s customer service policies
• Other duties as requested

Work remotely

• No

Job Type: Full-time
Pay: $23.00-$25.00 per hour

Benefits:

• Extended health care
• On-site parking
• Paid time off

Work Location: In perso

Responsibilities

• Accountable for the customer communications to ensure high customer satisfaction
• Prioritize and manage customer inquiries based upon urgency to ensure timely responses
• Add, edit, and manage product inventory and details including SKUs, product information, imagery, colorways, and stock takes etc to ensure inventory accuracy
• Fulfill all ecommerce orders including pick, pack, and shipping.
• Manage customer returns and report on any issues that can reduce returns
• Report on top sellers and dusty inventory to ensure visibility of opportunities to the leadership team
• Coordinate with shipping carriers to resolve issues or find custom solutions
• Coordinate and manage product flow and inventory availability from factory to warehous

Job Duties:

• Answer incoming customer inquiries
• Collaborate with key stakeholders and teams to stay updated on new products, services, and policies
• Record and modify customer information within the database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company’s customer service policies
• Other duties as requeste