OluKai,, Roark (Tradewind Services) Customer Service Representative

Who We Are

Archipelago Companies, a portfolio of highly successful consumer lifestyle brands, is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands, including Olu Kai, Melin, Roark and Tradewind Services, are leaders in their respective markets, offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies, we pride ourselves on our commitment to integrity, and we strive to create a culture of excellence in everything we do.

If you are a driven and innovative individual with a passion for consumer brands, we invite you to apply for our open position and become a part of our dynamic and growing team.

Archipelago Companies, a portfolio of highly successful consumer lifestyle brands, is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands, including Olu Kai, Melin, Roark and Tradewind Services, are leaders in their respective markets, offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies, we pride ourselves on our commitment to integrity, and we strive to create a culture of excellence in everything we do.

If you are a driven and innovative individual with a passion for consumer brands, we invite you to apply for our open position and become a part of our dynamic and growing team.

Position Title:
Customer Service Specialist (Day Maker)

• Cultivate an environment of genuine and professional customer connections by being highly focused on delivering exceptional customer experiences that are engaging, efficient and personalized
• Answer all calls, emails and online chat related to our ecommerce site. Including but not limited to: general questions; order placement, tracking, locating stores, and returns/exchanges
• Return all phone calls and respond to all emails within 24 hours
• Respond to a variety of consumer inquires, resolving issues, and directing consumers to the appropriate resolution channel when needed
• Process all warranty related replacement orders
• Proactively anticipate customer’s needs and provide solutions
• Direct and escalate requests and unresolved issues to the designated, appropriate resource
• Provide information on product line and demonstrate our commitment to customer service by following up on order requests to ensure superior results
• Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences
• Run and review daily, weekly and monthly reports
• Act as front desk backup to cover lunch and related events
• Other duties and projects as assigned

• Ability to perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests
• Must be able to multi-task and work in a fast-paced environment
• Exceptional attention to detail
• Team player, enthusiastic positive can-do attitude
• Excellent written and verbal communication skills
• Ability to maintain effective working relationships both internally and externally

• Bachelor’s degree required
• Ideal candidate has 2+ years of customer service experience
• Full Circle and Shopify Plus experience a plus
• Experience working with a service desk or ticketing tool is preferred
• Proficient in MS Outlook and Excel

Location & Office Structure:
This is an in-office hybrid position, mandatory 4 days per week in office in Irvine, CA with the option to work from home 4 days per week. From time-to-time you may be asked to work Holidays. Subject to change without notice as per company guidelines. Work days are as follows with related rest and meal break periods.

Monday, Tuesday, Wednesday, Thursday In-Office: 8:00AM-5:00PM

Friday WFH: 8:00AM-5:00PM

Compensation:
The hourly rate range for this position is $19.00-$21.00 per hour. The rate is based on the experience that you bring to the position.

• Complimentary chef prepared breakfast and lunch provided Monday - Thursday
• Gen…