Customer Service & Operations Specialist

Job Description:
We are seeking a highly motivated and experienced Customer Service & Operations Specialist to join our team. As a Customer Service & Operations Specialist, you will play a crucial role in ensuring customer satisfaction and fostering positive relationships with our valued clients. In this role, you will be responsible for providing exceptional customer service support while leveraging your expertise in Google searches analysis, ecommerce, Klaviyo email campaigns, and analytics.

Responsibilities:
1. Customer Support Management:
• Handle Gorgias tickets and ensure timely responses.
• Update macros as necessary to improve efficiency.
• Monitor and ensure no important tickets are missed.
• Verify proper email setup for seamless communication.
• Ensure AI assistant is functioning correctly.

2. Search & Analysis:
• Conduct Searchanise analysis to identify what customers are searching for but not finding on the website.
• Analyze Google searches to determine what products customers are looking for.
• Perform gap analysis to compare current product offerings with customer demand.

3. Returns & Delivery Management:
• Approve and set up returns for customers, managing and tracking the process.
• Develop and follow SOPs for handling items marked as delivered but not received.
• File insurance claims and track their progress.
• Create replacement orders when necessary.
• Customer Outreach & Campaigns.
• Conduct proactive customer outreach to encourage purchases.
• Set up and manage Klaviyo email campaigns.

5. Inventory & Restocking:
• View inventory reports by vendor.
• Create purchase orders and add products to carts on supplier websites.
• Familiarity with Stocky for inventory management.
• Input data into Metaobjects, including vendor variant SKUs, product subtitles, vendor product names, royalty codes, and supplier SKUs.

6. Analytics & Reporting:
• Analyze and report on shipping speed, mis-shipped items, and return reasons.
• Manage and analyze Rise.ai data.
• Handle back-in-stock notifications.
• Identify and catch shipping issues before they occur.
• Manage Shopify Collabs (Influencer Marketing) reporting

Benefits:
• Competitive salary.
• Flexible remote work environment.

Schedule:
• Monday to Friday, 4 hours/day (Flexible)

How to Apply:
• Interested candidates are encouraged to SUBMIT A LINK TO THEIR RESUME and a 20-30 SECOND VOICE INTRODUCTION. Please note that your application will not be reviewed without these 2 requirements.

• We an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.