Remote Customer Service Specialist

Company Overview

Wool Room is a young, dynamic, sustainable multi-channel retail business originating in the UK now with thriving US and Canadian subsidiaries with distribution centres in Tennessee and Ottawa. Our objective is to sell fabulous and special products that help you sleep better thus delivering improvements in health and well-being. Wool, at the heart of all our products, is a wonderful eco-fiber as it is natural, renewable, biodegradable and sustainable. Wool bedding gives you 25% more deep regenerative sleep so our aim is to make sure as many people as possible can benefit from this wonder-product!

Job Opportunity

This role provides a great opportunity to join a dynamic, passionate team through a time of growth for the brand and company. You will ideally be based in Mountain Time (MT) or Pacific State Time zones (PST) and work remotely with the support of our US office in Charlotte NC and reporting to our Customer Service Supervisor in our Head Office in Oakham, UK. You will provide administrative support and offer an excellence in customer service allowing greater coverage of the US and Canadian time zones.

Shift:

14:00-22:00 PST Mon-Fri

Responsibilities

· Customer Service Skills - answering customer phone calls, Live Chat and e-mails as required.

· Customer service daily admin tasks, reviews, Woolroom socials, Amazon

· Guiding customers with your knowledge of wool and our products to create the perfect sleep system, unique to the individual’s needs.

· Daily working using our CRM system, Gnatta and Shopify, ensuring seamless handover and communication between our teams in the US and UK.

· Process orders either manually or over the phone as required.

· General admin involving amending, holding or cancelling orders and processing customer queries and issues as required.

· Processing of customer returns, refunding the customer and making sure stock is aligned within our system.

· Day to day overview and monitoring of systems to ensure orders and returns are dispatched and processed in a timely manner and customers are well informed.

· Processing trade orders if required

· General admin to support the momentum of the supply chain, this could include placing purchase orders with suppliers.

Ideal skills required:

· Batchelor degree ideal but not essential

· Good command of English and Math

· Empathy with natural, sustainable products

· Able to work under pressure and in a busy environment

· Basic Word and Excel skills would be ideal

· Experience with Shopify would be beneficial but not essential

· Knowledge of French Language would be beneficial

Additional Benefits:

- Health Insurance

- Dental Insurance

- Vision Insurance

- Paid Time off

- 401K Matching

Job Type: Full-time

Pay: $42,500.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote