Customer Service Associate

Company Overview

Ancient Crunch Inc. is the fastest-growing healthy snack brand in the U.S. Our flagship product, MASA Chips, is the #1-selling tallow-fried tortilla chips in premium retailers like Erewhon. We manufacture all MASA products in-house at our Hackettstown facility using real ingredients—no seed oils, artificial flavors, or preservatives. All operations adhere to strict Good Manufacturing Practices (GMP) and food safety standards.

Reports To:

Customer Relations Manager

Schedule:

40 hours per week, full-time employment

The Customer Relations Associate role is more than answering customer inquiries. While that is a large part of it, our customer base is truly the heart of our business. Good customer service starts with respect, kindness, and a genuine desire to serve. We aim to provide positive experiences that reflect the ethos of our Ancient Crunch: authenticity, quality, and genuine care for our customer base.

We seek to “leave a good taste” in their mouths from the snacks we produce down to the customer service received.

The responsibilities listed below are not exhaustive. As Ancient Crunch scales, the requirements of this position will expand and adapt. The Customer Relations Associate is expected to lead new initiatives and assume additional duties consistent with this title and the long-term evolution of our Customer Service department strategy.

• Answer “priority tickets” (order cancellations, subscription cancellations, and address changes) in a timely fashion
• Respond to customers in a way that makes them feel heard and valued
• Follow up with customers when necessary
• Keep track of and log quality issues from our customers (seasoning issues, overcooked chips, etc.)
• Keep track of and log fulfillment issues (missing items in orders, delays, etc.)
• Keep track of and log shipping issues (misdelivered packages, reroute packages as needed, etc.)
• Knowledge of our refund, shipping, and subscription policies
• Knowledge of product offerings, ingredients, discounts, and sourcing
• Knowledge of daily systems used (Klaviyo, Gorgias, Skio, Post Script, Slack, Google, Notion, etc.)
• Forward tickets to the necessary departments (marketing, wholesale, tech, etc.)
• Communicate and collaborate with other departments when necessary
• Be aware of spam/phishing schemes
• Willingness to improve customer experience via website, pathways, etc. (ex., you notice our subscription policy seems unclear to a customer and have an idea to improve verbiage)
• Work as a team with your department through communication, asking questions, and sharing concerns or improvements
• Send replacements/discount codes to customers when needed
• Issue refunds (with management's approval)
• De-escalate emotionally charged customer scenarios with grace and calmness
• Assist other departments as needed
• Forward any information, ideas, or patterns you recognize to management
• Keep your calendar up-to-date
• Keep our customers happy :)

• Good time management skills
• Ability to communicate concisely, clearly, and kindly
• Good grammar and punctuation
• Fine attention to detail
• Pattern recognition (noticing when customers bring similar experiences to your attention)
• Investigative skills (catching mistakes, connecting the dots, etc.)
• Basic understanding of Google Sheets (Build Google Sheets tracking systems to monitor and resolve active issues efficiently)
• Problem-solving skills
• Ability to work under pressure (high-ticket volume)
• Teamwork with your department as well as other departments when necessary
• Willingness to learn and grow

• Ability to remain seated and work at a computer for extended periods of time.
• Ability to use a computer, keyboard, mouse, and telephone for prolonged periods
• Ability to communicate effectively via Slack, video conferencing, and written communication via Gorgias, Gmail, and other pathways
• Ability to maintain a dedicated, safe, and distraction-free home workspace with reliable internet access.

• Authorized to work in the U.S.
• Good memory, follow-up skills, and ability to manage multiple priorities
• Interest in product quality, traditional food, wellness, and customer care…