Role: Customer Service Coordinator
Brand: Outerknown
Location: Culver City, CA
Summary: Outerknown seeks a hard-working and enthusiastic Customer Service Coordinator to join the Customer Service team. The ideal candidate must be an experienced problem solver with the stamina to interact with customers daily, the ability to work within multiple digital platforms, and ultimately a passion for the sustainable apparel industry.

Responsibilities:

• Daily/Weekly Responsibilities:
  • Answer Customer Service tickets & chats through Zendesk daily.
  • Review, process and resolve delayed shipments, backorders, damages, delivery exceptions & on hold orders.
  • Process customer returns manually x2 per week.
  • Relay all product feedback from customers to the product team.
  • Work within the platform Stamped.io to answer customer questions daily.
  • Work with the social media team to help answer customer questions daily.
  • Toggle between Zendesk, Shopify, Newgistics & various other CS & operational platforms to address and solve customer order inquiries daily.

   

  Long-Term Responsibilities:

  • Become the seasonal product knowledge expert with the ability to cross-sell, upsell, and make recommendations to customers.
  • Maintain metrics and procedures to achieve customer satisfaction levels while ensuring Outerknown’s commitment to superior customer service.
  • Anticipate and prepare for long-term needs such a sale peaks, rapid growth, and new launches.
  • Drive revenue through cross-sell and upsell as well as drive retention through exceeding customer satisfaction KPIs.
  • Monitor customer feedback. Identify trends, and problems, and surface these up to the appropriate teams across the business.