myPanier is an online Gourmet & Specialty foods marketplace from around the world with a strong focus on European goods. We are a fast-growing start up shipping nationwide in the US from Lake Forest, CA, and manage a catalog of thousands of food specialties and artisan goods, selling on different channel platforms.
Food is more than an aggregate of ingredients. We think it is an experience, and we live in the details while keeping the big picture of our vision to make the world more local.
We are seeking a remote full-time Customer Service Specialist who will thrive in a fast-paced environment and has a positive, upbeat attitude.
About the Position
You will be managing Customer Service to continuously improve customer experience, foster loyalty and create new opportunities for sales.
Responsibilities and Duties:
- Manage customer service inquiries via phone, chat and in a friendly, professional and timely manner
- Handle all customer emails and tickets on different sales channels
- Respond to live chats in a timely manner
- Answer phone calls in a professional manger
- Work closely with fulfillment team to offer substitutions for out-of-stocks to customers and ensure follow-ups to non-responsive customers
- Oversee shipping management platform to ensure efficient and timely order fulfillment
- Record all refunds completed in the refund log after each action taken
- File claims with shipping carriers regarding reimbursement
- Mark local pick-up orders and reach out to customers when order is ready for pick-up
- Maintain thorough knowledge of our food products and brands and identify new opportunities for sales in relevant customer tickets
Qualifications and Skills:
- Self-motivated, quick learner, problem solver
- Excellent English communication skills: written and oral.
- Knows how to establish priorities and can work independently without supervision
- Team player, with strong work ethic and has desire to contribute to the growth of the company
- Analytical, detail-oriented and organized
- Minimum of 2 years of experience in Customer Service required
- Computer and internet proficiency, including Microsoft Excel and Google Sheets
- Preferred Experience: Shopify, Amazon Seller Central, Shipstation, Gorgias, Shopify
- French speaking is a plus
- Experience in the food industry or being a food enthusiast is a plus.
