At Brod & Taylor, providing the best possible experience for our customers is as important as the products we sell. It is fundamental to our business. Our growing team needs a hands-on manager that can take on a direct customer support role, and manage a small team handling customer support, returns and repairs. Brod & Taylor is based in beautiful downtown Williamstown, MA.
Responsibilities:
- Manage and respond to customer emails and phone calls throughout the workday. Respond to voicemails and email messages.
- Use FAQs, product information, recipes, videos, and past customer cases to answer inquiries about our products.
- Manage the Customer Support and Operations Team (currently 2 employees)
- Shipping, receiving and customer support.
- Repairs and returns processing.
- Monitor social media accounts and respond to comments, questions, and issues.
- Thoughtfully respond to comments on IG, FB and YouTube.
- Refer relevant questions to customer service, marketing and other teams as needed.
- Answer customer questions regarding the use of products for topics including:
- Bread baking and sourdough starter maintenance
- Culturing yogurt, Dehydrating food
- Knife sharpening
- Coffee making (French press and pour over)
- Use the Salesforce Service Cloud web platform to track and resolve customer questions and issues involving:
- Orders & Shipping
- Product set-up & use
- Warranties, returns & repairs.
- Create Salesforce and Shipstation monthly reports on customer service and warranty trends.
Requirements & Qualifications:
- Excellent customer care and focus: ability to assess customers’ needs, find and provide answers or methods for a positive customer experience.
- Organized, process-oriented and analytical work skills.
- Leadership ability to manage a small team of customer support employees.
- Ability to multi-task on multiple issues.
- Computer proficiency: ability to learn and use web-platforms including Salesforce, Shipstation,Shopify, Amazon Seller Central, Finale Inventory Management.
- Excellent written and verbal communication skills.
Highly Desired Qualifications:
- Experience or interest in baking or other food preparation.
- Previous experience in a customer support role.
- FLUENCY IN SPANISH WRITTEN AND SPOKEN IS HIGHLY DESIRABLE.
Benefits:
- Paid Time Off
- ICHRA Health Care Allowance
- 401k Plan with matching