Customer Service and Fulfillment Specialist
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GEMFormulas (~~~) is a Manchester, CT based company looking for a Customer Service and Fulfillment Representative who is detail-oriented, a skilled communicator, and wants to make an impact and difference in the world. If you love taking care of customers and you want to work for a company with a purpose, then we want to hear from you! About the Company GEMFormulas is an industry-leading resource for products and education in the alternative healing field. We offer online and live workshops and have customers, students, and practitioners around the world. We are known for providing excellent customer service, outstanding therapy tools, and education that is meaningful and engaging. From humble beginnings in 2009, we moved into our own building in Manchester last year, and continue to grow in size and outreach. We are a small, but growing business with a friendly, positive, and healthful atmosphere, where your contribution will be recognized and your input heard and appreciated. Currently, we have a need to expand our staff to meet the needs of our ever-growing list of clients and students. We are looking for a detail-oriented and skilled communicator who is dedicated to superior customer service. The job is worlds away from working at a call center! Youâ€™ll be doing a variety of jobsâ€”every day will be a little different. Youâ€™ll start with various tasks that will help you learn how we operate. In fact, you may not talk to a customer for several months. Youâ€™ll be working alongside another customer service professional and our operations manager, across two rooms in the building, listening to them talk to customers and learning as you go. Our ideal candidate has experience in e-commerce and/or customer service and has the following traits: Organized. Punctual. Pleasant personality and team-player. Able to take direction and receive positive feedback. Excellent communication and interpersonal skills. (Enjoys building relationships with customers.) Strong (but not aggressive) sales abilities - At GEMFormulas, we sell through education. Must be comfortable talking about products, suggesting upsells/add-ons, & truly caring that our customers get the right products for their needs. Desired Qualifications: Excellent command of the English language in written and verbal communications. Comfortable on a Windows PC. Dedicated and detail oriented. Willing to learn about our products and philosophies. College education or previous work experience in customer service. Familiarity with alternative healing is recommended but not required. Bilingual or multilingual a big plus. Job Requirements: Answer phone calls and customer emails â€“ first line of contact for typical customers. Answer questions about products or services. Fulfill orders â€“ receive payment, package items, handle shipments. Maintain and update Customer Information Database. Keep track of the status of all open/pending customer orders, notify customers of any delays, problems, or other issues. Notify appropriate departments about customer feedback and/or complaints. Resolve customer problems/complaints, take actions to ensure similar situations are prevented in the future. Visit Post Office 3-5 times per week to pick up and deliver mail. Contact customers with outstanding balance to arrange payment. Participation at events/expos as needed: set up and break down, customer support during and following event. (Typically located within 2 hours of GEMFormulas office, potentially 2-5 events per year) Attend company meetings, prepare reports of recent department activity. Ongoing self-education of products and services offered by GEMFormulas. Assorted other office tasks as given by Operations Director. Measurable Outcomes: Positive customer feedback when surveyed. Orders received by 2PM ship that day. Zero broken bottles during shipping. Hours and Compensation 40 hours/week, Monday-Friday. We are flexible when you start your day. Varies based on experience. Benefits Be part of a small, growing company, with a family atmosphere, where your voice will be heard, your contribution respected and appreciated, and your ideas for improving your department considered. Three-month trial period, after which you have the opportunity to become a full employee with vacation, sick days, and medical benefits. Competitive wages with opportunities for bonuses based on company performance. Great fit for recent college grads with liberal arts, business, marketing, or communication degrees. Reply to ~~~ with your resume and a paragraph that describes why youâ€™d be a good fit for our company.