Toad&Co:
Customer Service Representative Job in Santa Barbara, CA, CA
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Santa Barbara, CA, CA
Full-time | Customer Service, Operations, Sales - Inside
About the job
Toad&Co is seeking a Customer Service Representative in Santa Barbara, CA.
The Customer Service Representative will build brand awareness, trust and loyalty by providing an exceptional customer experience. This position will support all aspects of customer service via written and verbal communication with both our direct and wholesale customers.
Responsibilities:
- Provide excellent customer service:
1) Troubleshoot and provide accurate information to customer questions or concerns related to orders, garments, shipments, returns, exchanges, web experience, and company service and environmental initiatives
2) Work with a team to process returns and exchanges and ensure a smooth transaction for the customer
3) Participate in team meetings and report any customer service related issues
4) Monitor web site reviews and respond appropriately to any customer service issues
5) Respond to customer inquiries in a timely manner
6) Field customer phone calls/orders
7) Follow up on customer interactions
- Participate in all aspects of order management:
1) Work with warehouse and logistics teams to ensure on-time shipping; notifying customers when there are delays
2) Run oversold and allocation reporting to ensure orders are ready to ship
3) Work with customers and sales reps to make order edits, enter new orders and audit orders for accuracy
- Handle customer inquiries through multi-channel communication (telephone, email, social etc.) to ensure a ‘wow’ customer experience
- Product education: communicates features, benefits, fabric properties, usage, and care instructions using various channels of communication
- Utilize all systems accurately and efficiently
- Continually advance product knowledge
- Provide customer insights and feedback regarding websites and processes to the management team
- Work with cross functional teams to solve customer issues and to improve overall processes
- Contribute to the evolution and documentation of department processes
- Work as a team to ensure department and individual goals are met on a daily basis
- Assist with additional departmental tasks/projects as assigned to help support the service teams initiatives
The Customer Service Representative will build brand awareness, trust and loyalty by providing an exceptional customer experience. This position will support all aspects of customer service via written and verbal communication with both our direct and wholesale customers.
Responsibilities:
- Provide excellent customer service:
1) Troubleshoot and provide accurate information to customer questions or concerns related to orders, garments, shipments, returns, exchanges, web experience, and company service and environmental initiatives
2) Work with a team to process returns and exchanges and ensure a smooth transaction for the customer
3) Participate in team meetings and report any customer service related issues
4) Monitor web site reviews and respond appropriately to any customer service issues
5) Respond to customer inquiries in a timely manner
6) Field customer phone calls/orders
7) Follow up on customer interactions
- Participate in all aspects of order management:
1) Work with warehouse and logistics teams to ensure on-time shipping; notifying customers when there are delays
2) Run oversold and allocation reporting to ensure orders are ready to ship
3) Work with customers and sales reps to make order edits, enter new orders and audit orders for accuracy
- Handle customer inquiries through multi-channel communication (telephone, email, social etc.) to ensure a ‘wow’ customer experience
- Product education: communicates features, benefits, fabric properties, usage, and care instructions using various channels of communication
- Utilize all systems accurately and efficiently
- Continually advance product knowledge
- Provide customer insights and feedback regarding websites and processes to the management team
- Work with cross functional teams to solve customer issues and to improve overall processes
- Contribute to the evolution and documentation of department processes
- Work as a team to ensure department and individual goals are met on a daily basis
- Assist with additional departmental tasks/projects as assigned to help support the service teams initiatives