Customer Support Specialist - Atlanta, United States - Ware2Go, Inc.

Description

Position: Customer Support Specialist
Location: Atlanta, GA


Job Id: 196
# of Openings: 2 Customer Support Specialist Atlanta, GA About Ware2Go Ware2Go is a UPS company making warehousing, fulfillment, and 1-2 day delivery easy and affordable for businesses of all sizes. We simplify the end-to-end supply chain for merchants with a fully connective technology platform, a nationwide network of warehouses, and a flexible business model that eliminates contract terms and upfront investments. We connect merchants with warehouse partners across the country so they can get closer to their customers and offer the faster shipping speeds that customers love. Ware2Go has grown 700% in the last year and we plan to grow faster in the year to come. This is a great opportunity for a seasoned and confident Client Support Specialist to step into a high impact role and grow a business that is changing an industry.


Position Summary:
We are looking for an exceptional Customer Support Specialist to manage streamlined customer support operations and help prepare Ware2Go for rapid growth


Key Responsibilities:

Respond to customer inquiries from multiple channels (phone, email, Live Chat) Take ownership of customers issues and follow problems through to resolution Track and respond to customer inquiries and support cases using Salesforce Service Cloud Work with the Ware2Go product, sales and operations teams to troubleshoot customer issues Respond to customer inquiries in a timely fashion according to our SLAs.

Help the Ware2Go team create documentation and SOPs (Standard Operating Procedures) for customer support issues Develop service procedures, policies and standards Able to set and meet deadlines per internal and external customer expectations Help drive continuous improvement of our business systems and processes Contribute to the content and general organization of documents related to Customer operations, including SOPs, email templates, internal knowledge base articles, and more.

Support the Ware2Go team with other operational tasks when necessary Required Qualifications:

Bachelors degree required 3+ of relevant professional work experience in customer support or operations Excellent grasp of technology and applications including Salesforce, Excel, Slack, etc.

Ability to create, implement, and document new processes and support-related procedures Service-oriented approach to working with customers Extremely organized, detail-oriented and able to manage time effectively Start-up work experience highly preferred; must have demonstrated the ability to thrive in a dynamic, fast-paced environment Excellent written and verbal communication skills; proficiency in English A self-starter, able to work independently; a strong individual contributor and a team player Experience providing support in a B2B eCommerce environment (such as shipping, billing, claims, general case management) Experience using Salesforce Sales and Service Cloud Knowledge of 3PL / warehouse operation administration, logistics or fulfillment support EEO Statement Integrated into our shared values is Ware2Gos commitment to diversity.

Ware2Go is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people.

This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability.

Every individual at Ware2Go has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies To all recruitment agencies:
Ware2Go only accepts resumes from agencies on the Ware2Go or UPS preferred supplier list. Ware2Go is not responsible for any fees or charges associated with unsolicited resumes.

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