EXPERT CUSTOMER EXPERIENCE SPECIALIST

EXPERT CUSTOMER EXPERIENCE SPECIALIST
Synergy Wetsuits
Minden, NV

SUMMARY:
• Location: Virtual
• Experience: 8+ years Customer Service and E-commerce experience
• Commitment: 30 hours, Mon-Fri 7am-1pm US PST (10pm-4am Manila local time)
• Compensation: $7 – $10/hr (DOE) + 13th month bonus + $50 Health and SSS Benefit Allowance/mo

Synergy Wetsuits, a triathlon wetsuit, apparel and accessories company based in Minden, NV is seeking a Customer Experience Specialist to join our growing team. Successful candidates will be responsible for the day-to-day functions of the overall Synergy Wetsuits customer experience. Additionally, this position is crucial for maintaining a culture of superior customer service. We are looking for someone who is self-motivated, resourceful, has a great attitude, and can consistently perform at the highest level with minimal supervision. Must have strong written and verbal communication skills.

Synergy Wetsuit’s work environment is fast paced and demanding but provides many opportunities for immediate feedback, recognition and career growth.

JOB DESCRIPTION:

Successful candidate will check/respond to customer emails and messages, process orders, answer customer service calls, apply good understanding of e-commerce operations, processes and procedures, and assist in inventory and returns processing. Must have high level of attention to detail and multi-tasking skills.

You must be able to pass a drug screen and background check.

MUST HAVES:

• 8+ years of customer service or inside sales support experience in the endurance sporting goods, apparel or related industry.
• 3+ years of Amazon FBA Seller Central, eBay and e-commerce operations..
• Strong computer proficiency with Microsoft Office (Word, Excel. Outlook); ability to learn new systems quickly.
• Strong desire to learn and educate about company products/technology.
• Must have strong communication skills. This includes the ability to write and speak clearly in a variety of settings to deliver a high level of customer service, and ability to respond effectively to sensitive inquiries or complaints.
• Ability to create and improve processes. Must be a self-starter with exceptional organizational skills, analytical ability, and strategic planning.
• Demonstrates a high degree of professionalism in communication, with customers, peers, and management.
• Be an advocate for the customer; must be able to handle challenges with maturity and compassion.

NICE TO HAVES:

• Bachelor’s Degree is strongly recommended.
• A passion for and participation in the sports we serve.
• Intimate knowledge of triathlon, competitive swimming, running, cycling and/or sporting goods industry is a plus.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Interact directly with customers via email, phone, social media, live chats.
• Order Processing
• Follow up post-sale with customers to ensure and enhance customer experience and create brand loyalty.
• Resolve customer issues by identifying problems and coordinating appropriate corrective action.
• Regular data entry and order entry with strong attention to detail.
• Communicate internally with management, sales, and warehouse regarding daily consumer activities and service issues.
• Complete all reports and records required and submit on a timely basis.
• Process returns, exchanges, product repairs, quality control, etc.
• Additional projects as needed

ABOUT SYNERGY WETSUITS:

Synergy Wetsuits was born in the early 1990s by Stefan Laursen. It was conceptualized around developing the best triathlon wetsuits, clothing, bikes and accessory products at a good value, while maintaining a balance between doing the work and living the sport.

Synergy Wetsuits is a tight-knit, high-performance multisport TEAM and we are seeking the best and those who want to be the best. We support each individual in our team who are committed to developing and creating the best products and customer experience in our industry. We have an entrepreneurial, fast-paced and fun, relaxed culture.

If you love to work hard, play hard, and are passionate about being the best at what you do, we’d love to meet you!

HOW TO APPLY:

E-mail the following to Click to view

• Response to the following questions:

1. Why do you think you would be a good fit for this position?

2. Do you have experience in customer service and/or sales? If so, please describe in detail your experience and previous jobs you’ve worked on.

3. Do you have experience in e-commerce? If so, please describe in detail your previous experience.

4. Do you have Amazon FBA Seller Central experience? If so, how many years? Please explain in detail to what extent your knowledge is with Seller Central.

5. On a scale of 1-10 (10 being best) how proficient are you with Microsoft Office (Word, Excel, Outlook)?

6. Are you able to work Mon-Fri 7am-1pm US PST (10pm-4am Manila local time)?

7. This job is posted for 30 hours/week with an hourly wage of $7 – $10/hr. Is that acceptable to you?

• Resume.

• Video clip that tells us a little bit about yourself, stating why you are interested in this position and why you think you would be a good fit with our company.

Please note that any applications/submissions without the 3 requirements above will not be considered.