Customer Service – Franklin’s

Franklin’s Popcorn is looking for a great customer service partner for our quickly growing e-commerce brand. We’re long-time veterans of eCommerce building a truly great popcorn company and we need people to help us scale and build long-term relationships with our customer base.

This is an overnight position in PH. We want someone working and available during the American day (7 AM to 4 PM PST).
We hire people that share our values:
Driven to Win
Relationships Matter
Deliver Excellent Work
Take Intelligent Risks
Be Open, Honest, and Constructive
Be Caring

We hire people who like to have fun, work hard, and support each other.

Within the first 90 days, you will be required to show competency in doing the following:

1. Reply quickly with well-thought-out and clear communication that is rooted in our brand, and brand values, and represents the company.
2. Communicate with our logistics team to ensure proper fulfillment flow.
3. Monitor customer communication for possible systemic issues (double orders, broken products, expired products)
4. Create templates and use them professionally to speed up customer engagement
5. Engage customers on on-site chat flows and SMS chat flows
6. Sign new customers up for newsletters
7. Monitor and engage our customers on social media (Facebook, Instagram)
8. Post organic content to our social pages as directed by the brand manager
9. Handle refunds, and returns, and send out manual orders as needed
10. Reply swiftly to customer tickets in our Amazon store

A few things about us:
* We have two other employees in the Philippines and believe in building outstanding places to work that reward hard work. You’re part of a team, not just a worker when you’re here
* We’re looking for the best. Great references, a great track record of success, and a desire to win are incredibly important.
* We test: You will be required to show a depth of skill and knowledge before we hire you
* Communication is hugely important to customer relationships. We need best-in-class English speakers and writers.

Programs you should have direct experience with prior to applying:
* Amazon Seller Central
* Shopify
* Gorgias or another Shopify-integrated CRM program
* Google docs and sheets
* Task Management software (we use ClickUp, similar to Asana)

In order to apply we ask each employee to submit 2-3 questions that they’d like to know about us (our business, our practices, the role) before applying. We want only curious, interested, and committed applicants. Copy/Pasted intro letters and resumes not specifically for this position will not be considered.