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    Customer Service Specialist - Minneapolis, United States - Merchology

    Merchology
    Merchology Minneapolis, United States

    2 weeks ago

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    Description

    Job Type

    Full-time

    Description

    Customer Service Specialist
    Mur-chol- uh -jee | The science of company merch; the skill of creating and delivering custom-branded apparel and corporate gifts around the world.

    Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel, headwear, drinkware, gifts, and accessories. We are family-owned, people-powered, and we are adding to our #MerchFam at our facility Plymouth. Come see why we are a three-time Star Tribune Top Workplaces award winner

    Merchology is seeking a Customer Service Specialist to join our team, reporting directly to the Customer Service Supervisor. This critical role involves post-sale customer service, including handling inquiries, managing order issues, and ensuring prompt and effective communication with customers. The ideal candidate will possess strong communication skills, a collaborative demeanor, and the ability to resolve customer escalations.

    A successful Customer Service Specialist will:

    • Handle customer inquiries via phone, email, and chat, utilizing problem-solving skills to meet customer needs.
    • Initiate outbound calls and ensure prompt response to voicemails left by customers.
    • Assist with answering new ticket questions including status updates, rush order requests, proof approvals, logo edits, and any order issues during production, transit, or after delivery.
    • Manage and promptly address incoming emails, Slack chats, or internal tags.
    • Provide accurate, valid, and complete information by using the right methods/tools.
    • Build sustainable relationships and trust with customers through open and interactive communication.
    • Collaborate with team members to improve customer service processes.
    • Keep up to date with product knowledge and customer service best practices.
    • Efficiently handle customer complaints and escalations, provide appropriate solutions and alternatives, and follow up to ensure complete resolution.
    • Additional projects or duties as assigned.
    Requirements
    • High school diploma or GED required; associate or bachelor's degree preferred
    • One or more years of customer service experience in retail, restaurant, sales, or office environment
    • Friendly and team-oriented attitude to Win as a Team
    • Microsoft Office Suite proficiency
    • HubSpot or CRM knowledge a plus
    • Efficient and detail-oriented
    • Ability to type 45 WPM
    WHAT WE OFFER

    In addition to an outstanding creative culture, authentically nice people, and interesting work, we have:
    • Generous PTO (18 days per year)
    • 7 company-paid holidays
    • Hybrid work schedule
    • 40 hours of paid volunteer time
    • 401k with match
    • Medical and dental insurance options, FSA, and HSA
    • Company-paid life insurance
    • Company-sponsored social events
    • Premium brand partner discounts
    • Employee-led Committees in Social Events, Wellness, DE&I and Giveback
    LOCATION
    • 3000 Niagara Lane North, Plymouth, MN 55447
    • Remote hybrid role: Three days onsite, two days remote following training
    INDUSTRY
    • Business to Business eCommerce and Apparel
    Merchology is an equal opportunity employer and certified Disability-owned Business Enterprise. We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application, please email for assistance.
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