Customer Service - eCommerce (Delray Beach)

Join our vibrant team, where collaboration is part of our DNA. At Flags.com, we believe in a balanced work-life environment, offering gym memberships to all our employees to keep your body and mind healthy. You'll work in a comfortable, engaging workspace that fosters productivity and creativity. Check out the video tour of our small, air-conditioned warehouse here: https://youtu.be/n_lVpedgAJ8.

More than just a job, we offer the opportunity for in-person mentorship. You'll have the chance to learn and grow professionally.

In a world where remote work is becoming more prevalent, we've seen that the connections and camaraderie built in-person can make work more enjoyable and productive.

In addition to providing excellent customer service, you'll also have the opportunity to work with our warehouse team from time to time, which means you'll get to move around and stay active throughout the day.

We are looking for a motivated, detail-oriented Customer Service Representative to join our team. This role is primarily customer-focused, with added responsibilities that support our Director of eCommerce Operations to help ensure smooth and efficient operations. If you thrive in a fast-paced environment and enjoy working across multiple functions, this role is for you.

See https://bit.ly/3Lhs1zO to review the application process. Read our reviews on Glassdoor at https://bit.ly/3NEzRpP.

Objectives of this Role

• Interact with customers (via phone, email, & live chat)
• Process online and manual orders
• Take orders and provide quotes
• Drive sales and encourage purchases
• Contribute to company-wide process optimization efforts
• Assist with administrative duties and other supportive roles as needed

Job Functions:

Sales and Customer Service

• Proactively engage with customers to understand their needs and recommend products that best meet their requirements
• Close sales through effective communication and product knowledge
• Respond to customer support inquiries as quickly and accurately as possible via phone, chat, and email
• Follow up with potential leads and previous customers to encourage new business
• Handle customer complaints & resolve issues quickly and effectively

Reactive Customer Service

• Respond to company and product reviews
• Handle customer complaints & resolve issues quickly and effectively
• Good listening and clear communication skills
• Empathy and the ability to use positive language
• Ability to diffuse frustrated customers and know when to escalate to the appropriate people

Proactive Customer Service

• Inform customers about real or potential issues
• Contact customers to collect outstanding payments

Documenting Knowledge

• Document customer feedback, including complaints and/or issues related to quality control, customer service, shipping, inventory management, etc.
• Create SOPs for the Portal and identify opportunities for improvement
• Generate reports & summaries for management and/or team members (e.g., sales tax, transactions, outstanding payments, etc.)

Processing Orders and Transactions

• Process orders efficiently and timely, providing freight quotes, delivery estimates, and tracking customer orders to ensure accuracy and timely arrival
• Take orders over the phone, by email, or by fax
• Provide special support for flagpole sales and freight quotes
• Handle cancellations, product returns, or exchanges
• Process payment transactions

eCommerce Operations Support

• Review daily reports to identify anomalies and provide summaries to the eCommerce Operations Manager
• Organize shared resources such as Google Drive folders and assist in creating SOPs
• Coordinate and manage meeting schedules, including tracking project tasks and action items
• Assist in developing training materials and ensuring their accessibility
• Support peak periods with live chat or warehouse assistance as needed

Administration

• Communicate and coordinate with other departments to resolve customer and operational issues
• Assist with site content updates and provide feedback for email campaigns
• Manage expenses and maintain accurate records

Teamwork

• Collaborate in a team environment to contribute to the success of the business

Qualifications

• A positive and outgoing personality and a passion for helping customers
• Sales-driven mindset with a proven track record in meeting or exceeding sales targets
• Type 55+ WPM
• Strong organizational skills
• Computer literate with the ability to learn customer service software applications
• Strong interpersonal, verbal, and written communication and listening skills
• Strong attention to detail and accuracy
• Knowledge of customer service principles and practices
• Understanding of basic retail processes and procedures
• Positive, outgoing solution-finder who is able to multitask
• Comfortable talking to customers on the phone

Requirements

• Excellent grammar and spelling
• Previous experience in customer service, preferred
• Comfortable speaking with humans
• Strong problem-solving and communication skills
• Computer savvy
• Google Workspace experience, preferred
• Typing 55+ wpm
• Ability to work as part of a team
• Strong attention to detail and interpersonal skills
• Punctuality

Nice-to-Haves

• Experience with tools like ChatGPT, CRMs, OMSs, and Canva is a plus
• Proficiency in Google Workspace, especially Google Sheets (e.g., VLOOKUP, INDEX MATCH, formatting formulas)

Why Flags.com?

At Flags.com, your contributions directly impact our success. We prioritize work-life balance, offering a growth-oriented team environment and opportunities for professional development.

Benefits

• Room for Growth
• Flexible PTO (after 90 days)
• Professional Development Opportunities
• Paid Time Off (80+ hours per year, after 90 days)

Salary

The salary range for this position is $40,000 to $52,500, depending on skills and experience. We’ve set this range to reflect the different levels of skill, expertise, and qualifications that candidates may bring to the role. The final offer will be based on how your unique background and abilities align with the position’s needs.

Job Type: Full-time

Pay: $40,000.00 - $50,500.00 per year

Benefits:

• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance

Shift:

• Day shift

Application Question(s):

• Is your resume free of spelling, grammatical, and formatting errors?

Experience:

• Customer service: 1 year (Preferred)

Language:

• English (Required)

Work Location: In person