Customer Service Representative (Cbd E-Commerce & Wholesale)

Job Description: Customer Service Representative (CBD E-Commerce & Wholesale)

Part Time: Friday-Monday, 10am-4pm

Flex: In-office and remote capabilities

Hourly Pay: $20-$25, depending on experience

As the nation’s leading organic hemp supplement company, we are committed to exceptional standards, quality and Customer Service as we continue to grow in e-commerce and in wholesale retail channels. We are looking for an experienced Customer Service Representative to join our team and support our customers and retailer partners in their day-to-day needs.

The ideal candidate will be able to provide exceptional Customer Service to our customers and retailer partners via phone calls, live chat, and email, ensuring their satisfaction while answering questions about our products. This position requires a detail-oriented, outgoing, and empathetic individual who is knowledgeable about hemp and cannabis products.

Our Core Values are Integrity, Humility, Whatever it Takes, and Always Better. These values inform our hiring practices, our expectations, and our company culture. This is a part-time, flex position based in Louisville, Kentucky with plenty of room for upward growth within the company.

As this role supports both E-Commerce and Wholesale customers, there will be some variance in the type of support the customer will need.

E-Commerce Key Responsibilities:

• Answer incoming calls, chats, and emails from new and existing customers to answer questions, place orders, troubleshoot issues, and provide other information using our online ticket system with Gorgias
• Address customer complaints and concerns with a positive attitude, a sense of urgency, and a focus on resolution
• Provide accurate information about our products, including the benefits of CBD and dosage guidelines, as well as answer general questions about our company, our policies, and our supply chain
• Assist customers with order inquiries and provide updates on their order status, including tracking information, shipping times, and processing times using Shipstation
• Help customers place orders on their accounts or update their monthly subscriptions using Shopify and Recharge
• Communicate effectively with team members, including the manufacturing team, warehouse team, the wholesale team, and the marketing team, to ensure that customer feedback is distributed to the appropriate team members
• Maintain accurate records of customer interactions and ensure that customer data is secure and confidential
• Stay up-to-date with the latest trends and developments in the CBD industry and share relevant information with customers
• Reconcile chargebacks, returns, refunds, and lost packages in a timely manner
• Attend weekly CS L10 meetings, Fridays at 11am

Wholesale Key Responsibilities

• Answering wholesale calls and messages
• Assist wholesale customers with applying for an account in Shopify
• Assist wholesale customers with placing orders and making payments in Shopify
• Order submission in Shopify & invoice printing for fulfillment
• Accounts receivable in Shopify
• Sending past due invoices and following up weekly
• Directing other questions/needs to Wholesale leadership

Requirements:

• High school diploma or equivalent. College education is preferred.
• At least 2 years of Customer Service experience with references
• Excellent verbal and written communication skills
• Must be comfortable and confident talking to customers over the phone, via Google Voice
• Proficiency in Google Office Suite
• Ability to multitask, prioritize, and manage time effectively
• Strong problem-solving skills and attention to detail
• Knowledge of CBD and related products
• Experience working with Shopify and Shipstation is preferred

We offer paid training, competitive wages, and opportunities for personal and professional growth and development. If you are a detail oriented individual with a passion for helping people and CBD wellness, we encourage you to apply for this opportunity. Cornbread Hemp is an equal opportunity employer.

Job Type: Part-time

Pay: $20.00 - $25.00 per hour

Expected hours: 24 per week

Benefits:

• Employee discount

Shift:

• Day shift

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Louisville, KY 40299