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Toad%26Co
Job Title: Customer Service Representative
Industry Sector: Outdoor
Job Categories: Customer Service

 Contact Information
 
Company Name: Toad&Co
  Address: 2020 Alameda Padre Serra, Suite 125
Santa Barbara, CA 93103
United States
  Company Phone: 8058799233
Web Site: https://www.toadandco.com/

Job Description
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The Position: Customer Service Representative

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:
    • 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
    • Work with a team to process returns and exchanges and ensure a smooth transaction for the customer
    • Participate in team meetings and report any customer service related issues
    • Monitor web site reviews and respond appropriately to any customer service issues
    • Respond to customer inquiries in a timely manner
    • Field customer phone calls/orders
    • Follow up on customer interactions
  • Participate in all aspects of order management:
    • Work with warehouse and logistics teams to ensure on-time shipping; notifying customers when there are delays
    • Run oversold and allocation reporting to ensure orders are ready to ship
    • 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

Qualifications:

  • Excellent written and verbal communication skills
  • Highly organized, self-starting, problem-solver with strong follow through skills
  • Proficient in Microsoft Word, Excel, and Outlook
  • Ability to quickly learn new systems and grasp technological concepts
  • Must be able to organize and prioritize multiple projects in a fast-paced environment
  • Ability to work well within a team environment while still accountable to individual goals
  • Prior customer service experience helpful, but not required
  • Experience using NetSuite ERP a plus
  • Must enjoy human interaction
  • Willingness to problem solve and collaborate across departments to achieve aligned goals
  • Willingness to go above and beyond for customers and Toad&Co


Job Location: Santa Barbara, CA
Country: United States
Position Type: Full Time
Employee May Telecommute: No
Job seekers must live within: No preference
Required to Relocate: Yes
Willing to Travel: No
Required Experience Required: None


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