You are currently viewing Customer Relations Coordinator (E-Commerce Operations) –  Drunk Elephant

Customer Relations Coordinator (E-Commerce Operations) – Drunk Elephant

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The Drunk Elephant Customer Relations team supports customers across the brand by providing information, answering questions, and responding to concerns. The CR team is the front line of support for customers and interested parties, and ensures that customers are satisfied with our products, ordering process, and other needs related to the brand.

TheCUSTOMER RELATIONS COORDINATOR — E-COMMERCE OPERATIONSposition on the Drunk Elephant Customer Relations team is primarily focused on ticket types related to ordering on drunkelephant.com, inventory availability, order processing, shipping, delivery, and packaging defects. Prior experience with Salesforce Service Cloud and/or IBM Sterling Call Center is helpful but not a requirement.

This role is responsible for executing customer-requested shipping changes and order cancellations, and resolving INRs (item not received), and missing packages. The Customer Relations Coordinator will also liase  with FedEx, completing FedEx Claim Form submissions, and communicating service interruptions with other team members on a daily basis.

Our team members must be sensitive to customer feedback involving packaging defects, facilitate product returns to our Quality team for further investigation, and identify patterns requiring escalation. This feedback loop is critical for ensuring quality issues are expeditiously addressed.

This position has the unique and elevated responsibility of working closely with our Digital team to ensure accuracy and timeliness in order flow and processing from our drunkelephant.com website to our order fulfilment center. This also encompasses unfulfilled/unauthorized order monitoring and high risk order reviews and approvals in our inventory management system. Attention to detail and sense of urgency is key.

KEY COMPETENCIES AND RESPONSIBILITIES INCLUDE:

• Maintaining a positive, empathetic, and professional disposition towards customers during all points of engagement.

• Exemplifying company core values throughout all contact.

• Promptly responding to customer inquiries via email, messaging, chat, and phone.

• In-depth knowledge of Drunk Elephant philosophy, products, and policies.

• Ability to trouble-shoot and resolve conflict.

• Maintaining detailed records of customer interactions and internal information related to each ticket.

• Daily order management tasks

• Fraud monitoring and notifications

• Liaising with FedEx

• Contributing to content creation and special team projects

• Providing feedback and escalating issues within the Digital department.

• Maintaining a conducive, remote work environment with dependable Internet connectivity

These responsibilities are in addition to the basic requirements of a Customer Relations “generalist”, including full knowledge of all Drunk Elephant products and usage, DrunkElephant.com policies, workflows, and providing service via email, web messaging, live chat, and phone within the Salesforce support ticketing system.

#LI-Remote #Nylaw 

Shiseido is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender identity, religion, sex, age, national origin, disability, veteran status, sexual orientation, genetic information or any other classification protected by Federal, State or Local law


SALARY :

$26.81 – $36.87/ hour

JOB ID:11878CATEGORY:Corporate

This Post Has 2 Comments

  1. Tabitha W.

    Hi. I am having a really hard time using your link to apply for this position?
    I need to get to work ASAP and have worked remotely for the last 6 years and loved it but unfortunately due to Covid, the company I worked for had to shut down.
    I was a Project Manager with that company for 6 years.
    Do you have any recommendations (any company with an immediate hire date)
    Thank you,
    Tabitha Wheatley

    1. Dee

      hey! come and join us in our private community at securethejobkit.com, where we drop the latest remote job leads every single week. we have non-phone jobs, worldwide jobs, and part-time and full-time positions that you can apply to. most of it touches on customer service. we also encounter managerial positions for which we’re sure you are qualified. check it out now!

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