Customer Success Specialist III

Description

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 HQ in Plymouth, MN. Come see why we are a three-time Star Tribune Top Workplaces award winner!

Merchology seeks a Customer Success Specialist III for our Customer Success team. Reporting to the Customer Success Supervisor, the Customer Success Specialist III has a critical role that supports customers with order post-sale. The role fields any inquiries the customer has after their initial logo proof has been approved including order status updates, providing details regarding any out of stock or damaged products, and information on rush requests or firm deadlines.

A successful Customer Success Specialist III will:

• Handle incoming customer calls and initiate outbound calls, ensuring prompt response to voicemails left by customers.
• Assist with answering new order ticket questions that come in including status updates, rush or firm proof approvals, any order issue while their product is in production, during transit or after delivery, out of stock, and damaged product.
• Manage and promptly address incoming emails, Slack chats, or internal tags.
• Respond to customer emails through a shared Customer Success email inbox.
• Have a collaborative demeanor to build relationships and trust with customers who seek assistance with orders.
• Handle high priority or complex customer inquiries providing the best possible resolution and customer experience.
• Be the first point for customer escalations using problem solving and active listening skills to de-escalate tense situations addressing customer concerns empathetically and professionally.
• Complete additional projects or duties as assigned.

Requirements

REQUIRED QUALIFICATIONS

• High school diploma or GED required; Associates or Bachelors degree preferred
• 2 or more years of customer service experience in retail, restaurant, sales, or office environment 
• Friendly and team-oriented attitude to Win as a Team 
• Demonstrated problem solving skills
• Microsoft Office Suite proficiency
• Efficient and detail-oriented 
• Excellent communication skills
• Experience with a CRM (e.g., Hubspot) preferred but not required

WHAT WE OFFER

In addition to an outstanding creative culture, authentically nice people, and interesting work, we have:

• Pay for this role will be between $20.50 and $24.00 an hour
• Generous PTO (18 days per year)
• 8 company-paid holidays
• Hybrid work schedule for select departments
• 40 hours of paid volunteer time
• 401(k) with match
• Medical and dental insurance options, FSA, and HSA
• Company-paid life insurance and short-term disability
• 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
• Hybrid role: Three days onsite and two days remote following training - there is no option for fully remote work

INDUSTRY

• Business to Business E-commerce and Apparel

Merchology is an equal opportunity employer and 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 jobs@merchology.com for assistance.