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Head of Customer Service

BYLT Premium Basics - Costa Mesa, CA

Posted: February 19th, 2021


Description

The ?Head of Customer Service ?manages and coordinates ?general inbound/outbound customer service inquiries. Some essential duties include answering customer service phone calls, responding to email inquiries, live online chat support, tracking customer service case issues, and processing returns &

exchanges. The head of customer service will manage, hire & train our customer service team.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:

•?Overseeing the daily operations of order processing & customer service tickets
•?Project managing & coordinating various projects with vendors and suppliers
•?Performing other duties as assigned
• Manage overall day-to-day customer service
• Manage multiple platforms including the company customer service software, email & social media. • Manage product & inventory management via ERP software
• Handle inbound/outbound customer service phone calls
• Process customer orders & payments over the phone
• Respond to email inquiries
• Answer and respond to customer messages & comments on company's social media pages
• Track & follow up with customer service case issues
• Provide live online chat support for customer assistant
• Process returns & exchanges
• Data Entry in Excel and ERP software
• Order Processing
• Communicate with executives and warehouse staff for order fulfillment
• Scanning/Copying/Faxing/Emailing
• Paper filing
• Other general administrative tasks as required

Qualifications & Required Skills:

• Prior ecommerce experience
• Prior customer service experience
• Prior administrative assistant experience a plus
• Strong attention to detail
• Highly organized and efficient
• Ability to manage and diffuse difficult or emotional customer situations, and respond promptly to customer needs.
• Ability to learn quickly and be adaptable
• Ability to meet commitments accurately and proficiently
• Oral communication- speaks clearly and professionally in positive or negative situations
• Written communication- writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.
• Willingness to be part of a team environment
•Proficient in Email, Outlook, Word, Excel
•Experience with Shopify+, Zendesk, Loop Returns, Netsuite, Shipedge



About BYLT Premium Basics

We were tired of cheap throw-away basics. After one or two washes, the quality and fit just weren't the same, so we wanted to do something about it. The BYLT team found a way to create high-end premium basics at an affordable price, and ship them directly to your door. 

By skipping high-cost retailers, BYLT Basics™ can invest in high quality without the price tag. Working directly with our manufacturing partners allows us to spin and weave completely unique fabrics.

Each of our garments undergoes a development process where fabrics and technology merge. Fit, design, and material selection is a key component to our design process. We've developed new fabric technologies that have advanced comfort and quality, so you can have longer-lasting basics.