Job description

Description: The Customer Service Specialist provides our customers and valued partners consistently high levels of service, timely and accurate communication, and solutions that support our collective business objectives. The individual's contributions are an essential part of Dogtopia’s Supply Chain Team. Their daily operations provide cross-functional support between our fulfillment center, our customer service team (fulfillment side) and the Supply Chain Team. A successful person in this position will drive positive performance metrics pertaining to problem reconciliation goals and the conveying of accurate information in a timely manner. They act as a liaison for the Supply Chain Team and are responsible for ensuring solutions for customer satisfaction.
Requirements:

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Create and maintain documentation relevant to assigned accounts.

• Highlight process improvement opportunities to Supply Chain to maximize customer service and minimize costs internally.
• Triage sales orders. Use available tools to address complex issues, make decisions and provide direction as necessary.
• Build a strong relationship with our valued partners through strong and consistent communication.
• Responsible for customer onboarding process including management of vendor guidelines, labeling, packaging and shipping requirements.
• Lead and actively participate in regular meetings pertaining to assigned accounts.
• Methodically break down problems and develop solutions within compliance guidelines while considering customer expectations and sales needs.
• Ensures metrics are understood to drive continuous improvement within order management. Review and action daily reporting. Analyze tools and provide feedback towards enhancement.
• Serve as a strategic, collaborative partner to internal and external customers to solve for complications with orders including short lead-time, inventory, delivery, etc.
• Manage customer's expectations on deliveries, inventory gaps and production delays.
• Interact with transportation, warehouses, customers and brokers regarding order status.
• Accurately perform duties pertaining to order management including pricing verification, minimum order quantity and timely order fulfillment.
• Responsible for high volume of emails.
• Other duties as assigned
• Minimum five years of customer service experience in an e-commerce setting (or a combination of education and experience).
• Demonstrated proficiency with a computer and MS software
• Must have solid written and verbal communication skills.
• Ability to multi-task and operate effectively and professionally in demanding situations.

Benefits

• 10 paid holidays
• Medical, Dental & Vision
• 401K employer contribution after one year of employment
• 2 weeks’ paid vacation
• Bonus Potential
• $1,000 annual health and wellness cash benefit for gym membership or healthcare

Job Type: Full-time

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