Recently featured on Shark Tank in the NY Times, and VegNews, we are an innovative, fast-growing company in the artisanal plant-based cheese space. With a strong reputation for quality and top-selling products, we are seeking a highly motivated and experienced E-Commerce Customer Service Representative to join our team. This is an exciting opportunity to play a key role in our organization and drive the success of our e-commerce operations.

Job Overview:

As the E-Commerce Customer Service Representative, you will report to the Chief Technology & Customer Experience Officer (CTO/CXO) and you will oversee all aspects of Rebel Cheese's e-commerce customer service. Your primary objective will be to ensure that Rebel Cheese is always providing exceptional customer service. This will include finding ways to continuously improve our customer experience, as well as surprise and delight our customers.

RESPONSIBILITIES

Serve as the main point of communication with our e-commerce direct-to-consumer (D2C) customers via email, phone, and text. Daily responsibilities include answering customer inquiries, resolving shipping & order issues, and tracking issues to prevent issues from reoccuring. Regularly work with Rebel Cheese team members in person and in Slack to plan, anticipate, and analyze customer issues to head off escalations.
Create, print, and organize shipping labels for all D2C orders for the Fulfillment Team, while considering best shipping services and practices. Assist the Fulfillment Team with packing orders.
Order shipping and packing materials, including boxes, insulation, ice packs, dry ice, and product labels, while considering cost-effectiveness and quality. Collaborate with our graphic designer and Quality Assurance Manager to ensure product ingredient, allergen, and nutrition information is always accurate and up to date.
Regularly update and manage the our Shopify e-commerce site, including adding new products, tracking inventory, and editing HTML markup.
Collaborate with CTO/CXO and Wholesale Manager to create and manage weekly and monthly reports tracking orders and customer behaviour patterns.
Lead design efforts of our e-commerce offerings through creative collaboration with other teams.
Communicate daily with Production Kitchen and Fulfillment Teams to stay in sync and ensure they have the information, lead time, and supplies necessary to successfully ship all orders in a given week. Communicate with our UPS contacts on a daily basis to schedule package pickups and investigate shipping issues.
Coordinate regularly with business partners to ensure supplies and inventory are always in stock. Ensure business partners are delighted to work with Rebel Cheese.

QUALIFICATIONS & SKILLS REQUIRED:

Exceptional customer empathy and obsession with maintaining customer satisfaction and trust.
Strong problem-solving and decision-making skills are highly desired.
Minimum 2 years as a Customer Service Representative experience desired. E-commerce experience is a plus.
Extremely comfortable using company computer systems daily to accurately perform job responsibilities.
At least 2+ years of experience and proficiency using Google Workspace products (i.e. Gmail, Google Docs, Google Sheets, Google Calendar, Google Meetings, etc.) is highly desired.
Must have high attention to detail and consistent follow-up on issues when required.
Ability to analyze data, identify trends, and make data-driven decisions.
Ability to thrive in a fast-paced, highly-dynamic start-up environment. Must be patient and be willing to adapt to a quickly changing and fast growing environment.

QUALIFICATIONS & SKILLS RECOMMENDED:

Experience administering or using e-commerce platforms such as Shopify, Toast, Square, BigCommerce, Magento, etc. Shopify experience is a plus.
Experience using email and SMS platforms such as Klayivo is a plus.
Experience using help desk ticketing systems such as Gorgias or ZenDesk is a plus.
Experience using HTML and CSS a plus.
Experience using Slack a plus.
Be tech-curious and willing to learn new technologies.

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

Flexible schedule
Health insurance
Paid time off

Experience level:

2 years

Shift:

8 hour shift
Day shift

Weekly day range:

Monday to Friday
Weekends as needed

Work setting:

In-person
Office

Ability to Relocate:

Austin, TX 78753: Relocate before starting work (Required)

Work Location: In person

Rebel Cheese

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Customer Service Representative