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Customer Experience Representative

Company: Rhoback
Location: Charlottesville
Posted on: May 9, 2022

Job Description:

Rhoback is looking for an upbeat, positive, organized, and creative individual to join our team as -a -Customer Experience Representative. This individual will be responsible for -handling customer service and working with custom/group orders -for a fast-growing e-commerce apparel brand and will be at the forefront of interactions with customers.

This role will be based in Charlottesville, VA. This is a Monday through Friday position that requires flexibility -on weekends -during -Rhoback's -busy seasons of June, November, and December (some Holidays included).


Customer Experience:
Manage incoming emails, voicemails, -Zendesk tickets -and Facebook messages from customers in a timely, effective, -kind -and positive manner. This will primarily consist of emails.
Continuously brainstorm ways to improve customers' experiences.
Work on projects that support company-wide goals and---initiatives. This could include, but is not limited to, monitoring and maintaining supplies at HQ, and working closely with the lead fulfillment manager.
Set the example to become the gold standard Customer Experience Representative in the apparel industry. Continually focus on laying the foundation to build out -a scalable -and best-in-class -customer service division -at Rhoback as the company continues -to grow quickly.
Be willing to partner with fulfillment manager in repackaging (i.e., folding) and restocking inventory if required.
Create and maintain metrics regarding customer experience with website, products, and overall brand.
Be -flexible. Given the team is small -and -growing fast, this position will require a -team-building, self-motivating and -solution-oriented attitude. Have a -willingness to pitch in on -any and all -fronts to help the team in a positive and effective manner.

Custom Orders:
Manage incoming -custom order requests -as they come through the custom order form.
Continuously brainstorm ways to improve customers' experiences.
Work closely with the customer in producing a digital mock-up of their product selection and -embroidery details -through the use of -PowerPoint and Photoshop.
Maintain consistent knowledge of inventory levels, as well as incoming inventory, -in order to -offer the best and -most -available options to meet the customers' needs.
Utilize creativity and a keen eye for tasteful presentation -to help select the best logo size and thread color for logo embroidery.
Be willing to partner with fulfillment manager in -locating and fulfilling items -if assistance is needed, to ensure orders go out in a timely manner.
Maintain longstanding relationships with our embroidery partner, -digitization team, -as well as -our -proshop -and company partners.
Work -hand-in-hand -with -the -Customer Experience Manager, who will be training you on and managing all customer experience and custom order related tasks and functions.
Work closely with Rhoback cofounders on large custom orders and collaborative opportunities with other brands

The ideal candidate will have at least -6 months -of experience in -a customer-facing role, ideally in -e-commerce -or -retail. -But this is not a deal breaker - we are looking for a well-rounded individual, so we welcome any type of career background -to apply!
Must be proficient with -Microsoft Excel, -PowerPoint, Outlook, Gmail -and -be -able to learn new programs quickly.
Shopify experience is preferred, but not mandatory.
Adobe Photoshop -and Zendesk experience are a plus.
Acute attention to detail is a must.
Must have strong, friendly, and upbeat verbal and written communication skills.
Ability to remain cool, calm, collected, and organized.
Must be extremely responsive and on top of all customer emails.
Ability to represent Rhoback and be the voice of the company while handling customers in a professional manner.

Only serious and qualified candidates with a passion for growing a fun startup e-commerce brand will be considered. If you think you'd make a great addition to the Rhoback Team, please apply today!


Keywords: Rhoback, Charlottesville , Customer Experience Representative, Other , Charlottesville, Virginia

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