Customer Service Representative

The Customer Service Representative ensures efficient order processing and maintaining strong customer relations while also performing warehouse duties.

The Customer Service Representative is responsible for ensuring great customer experience to our customers and stores.

This role is expected to also perform warehousing responsibilities including picking, organizing, and staging customer pickups.

• Manage the daily operation of a wholesale/distribution branch and ensure orders are efficiently received, filled, and shipped
• Monitor and improve customer service by resolving inquiries quickly and accurately
• Ensure smooth order processing, shipping and returns while maintaining service excellence
• Handle escalated customer issues and complaints, providing guidance and support to the team in resolving complex or sensitive situations

Track key performance indicators (KPIs) such as resolution time, first contact resolution, and customer satisfaction, and implement strategies to improve performance

• Understanding of Shopify Integration:
• Understanding how Shopify integrates with Gorgias and Management Systems (WMS) to sync inventory and order data.
• Streamlining order fulfillment processes, including automated picking, packing, and shipping.
• Utilizing Shopify's and Gorgias features for order management, fulfillment automation and returns
• Sales experience
• Customer Service Experience
• Ability to lift 50 lbs.
• Ability to stand on feet for the majority of an 8 hour day
• Ability to work in a fast-paced environment
• Proficiency in Microsoft 365 suite

• Distribution and/or wholesale experience
• Forklift experience
• Experience working in a warehouse
• Experience using RF Scanners, Shipstation, Skuvault

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance