Customer Service + Operations Associate

Operations & Customer Service Associate - Los Angeles – Part time to Full time

Work from Home!

 

Job Description:

Pepper + Vetiver is an e-commerce Home Décor retail brand striving to simplify the home decorating process and bring warmth and serenity into customers’ homes. We are a startup business looking for a self-starter with an entrepreneurial spirit to join a fast growing e-commerce brand. This is an exciting opportunity to help manage critical operational functions, engage with customers and have a true impact on the growth and success of an e-commerce business.

As a member of our operations team, the Operations & Customer Service Associate is responsible for supporting our supply chain and customer success operations for our e-commerce brand. The ideal candidate is proactive, detail-oriented, customer-minded and a great communicator with an entrepreneurial spirit. A successful candidate will be able to take ownership for effectively solving customer issues, complaints and inquiries; and keeping customer satisfaction at the core of every decision and behavior.

This role is a remote, part-time position with the potential to grow into a full-time position alongside company growth. 

Key Responsibilities:

  • Servicing customers for various issues through emails, social media and live chat.
  • Develop and maintain a vast knowledge of products and offerings.
  • Build and manage FAQ pages and chatbots to automate customer service efficiencies.
  • Set up and manage a returns system to efficiently track and manage returns and inventory.
  • Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
  • Track recurring trends and implement solutions to mitigate similar problems from occurring.
  • Collaborate with internal teams to improve the customer experience and ensure a feedback loop.
  • Coordinate and monitor supply chain processes between our suppliers and warehouse.
  • Perform numbers-oriented analysis of inventory levels to ensure sufficient stock levels at our warehouse.
  • Assist with order fulfillment and various other operational duties, as needed. 

Minimum Qualifications:

  • Bachelor’s Degree
  • 1+ years Customer Service experience; Retail or E-commerce industries preferred
  • Excellent communication, interpersonal and organizational skills
  • Strong customer service orientation with demonstrated commitment to creating positive customer interactions and experiences
  • Product-minded with aptitude for product details
  • Detail-oriented, including ability to deliver thorough, accurate information to customers and closely follow Standard Operating Procedures
  • Comfortable with numbers and quantitative analysis; Enjoy problem-solving
  • Desire for continuous learning and development within a team environment
  • Must thrive in a fast-paced environment and demonstrate a passion for Home Décor 

Preferred Qualifications:

  • Experience with a customer service software solution (Re:Amaze, Gorgias, Zendesk, etc.)
  • Understanding of supply chain operations: request for quotes, inventory monitoring and management
  • Creative thinking / Open-mindedness - Ability to try alternative approaches to achieve a goal
  • Willingness to assist with a variety of core business tasks, learn at a fast pace and desire to grow with the organization
  • Experience with Shopify a plus

Please email your Resume and Cover Letter to HR@pepperandvetiver.com with the subject line “I’m interested in the Customer Service & Operations Associate Position” for consideration!