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Customer Service Representative

Anna Beck

This is a Full-time position in Los Angeles, CA posted June 9, 2021.

Now Hiring Customer Service Senior Coordinator!Who we are:Anna Beck is an always handcrafted, never machine made jewelry brand designed in Southern California, made in Bali, and sold internationally. Our work began out of love and deep appreciation for Bali, an island that is rooted in tradition and gratitude. Our mission is to celebrate human connection through the beauty of artisanship.To continue to expand our platform and accomplish our mission, we are looking to hire a highly motivated and collaborative Customer Service Senior Coordinator with a deep commitment and respect for the artisans and non-profits with whom we work.About the Opportunity:Reporting to the Sales Manager, the Customer Service Coordinator supervises and motivates Anna Becks Customer Service Team to maximize business performance . Adhering to Anna Becks high standards for customer satisfaction, youll promote customer loyalty and retention by identifying problems and devising timely and appropriate solutions that align with our customer service strategy. If youre a leader who solves problems like a pro and communicates with compassion, youre right for the job!What Youll Do:Communication & Customer Support: Youll communicate with customers across multiple channels, adhering to Anna Becks high standards for customer satisfaction by providing them with prompt responses and solutions, and notifying them of order updates or shipping delays in a timely manner.Order Processing: Youll work with the Inventory Controller, as needed, to process all D2C orders in Shopify and AIMs, ensuring that both systems sync properly, payments are received correctly, and shipments are received by the expected delivery date.Customer Retention: Youll design and implement customer retention campaigns and monitor AB Rewards program, ensuring customers are receiving appropriate points and tier assignments.System Management: Youll monitor the quality of information logged into Help Scout, AIMS, and Shopify, updating Help Scout tags to streamline customer service reporting in alignment with the digital strategy team and sales manager, and generating monthly customer service reports pulled from HelpScout data.Quality Control: Youll notify the Production Manager of any QC issues that are brought to your attention at the beginning of each new product launch.Collaboration: Youll identify opportunities to improve the customer service experience, working with the Digital Strategy Team and Brand Director to implement changes and bring phone interactions into Help Scout reporting.Why Youre Right for This Job:Your 3-5 years of experience in a customer service role along with your background or interest in jewelry, design, and beauty, allows you to create a positive customer service experience for all.Youre a tech-savvy Shopify expert whose people-first mentality allows you to create a positive customer experience for all.Youre an inherent leader who has proven experience leading a small team to accomplish big things.You have impeccable written and verbal communication skills and find inspiration in connecting with others.Your entrepreneurial spirit and roll up your sleeves attitude empower you to work alongside a small team where everyone does a little bit of everything, working together to accomplish big goals.You thrive in collaboration and use your positive demeanor to inspire others to create results.Your self-awareness and growth mindset drive you towards continued self-growth and development to grow your role within the company.Your strong customer service skills of problem solving, retention, and upselling are balanced by your commitment to making the world a better place, providing for those in need, and elevating voices that deserve to be heard.Why Anna Beck:Work with real purpose at a community based and socially conscious organization.Friendly, supportive, and creative work environment (both in and out of office!).Opportunities for learning and growth abound.100% health insurance coverage for full-time employees.In addition to 10 observed holidays, full-time employees have 15 days of paid time off.Youll receive $100/month worth of Anna Beck products and 30% off any additional products.Were currently working remotely, but when you do join us in office, there will be paid parking provided at Anna Beck HQ near the Beverly Center, walking distance from some of LAs best shopping, restaurants, and coffee shops.Anna Beck is an Equal Opportunity Employer. Anna Beck does not discriminate on the basis of race, religion, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided upon on the basis of qualifications, merit, and business need.