Customer Service Representative & Order Fulfillment

Integrated Job Description

SIGN ON BONUS

$250 after 90 days. $$250 after 6 months.

POSITION

Customer Service Representative / Order Fulfillment - Rotating Weekends. Same Schedule Each Week.

COMPANY OVERVIEW

One Well World, Ltd. is a values-driven eCommerce company where four key values permeate company strategy, decision making, operations planning, organization design and in short, everything we do. Founded in 2002, One Well World is relocating its corporate office and distribution to Englewood, CO. We are looking for team members that are interested in supporting the delivery of wellness, skin care, body care and hair care products and services to end user customers and wholesale luxury spa partners.

VALUES

Love – approach everything we do with deep sense of compassion, caring and love for the work we do, the people we serve, our co- workers, colleagues, vendors and anyone with whom we interact, as committed representatives of One Well World, Ltd.

Learn – being open to and seeking opportunities for continuous learning and improvement in everything we do. Learning to view feedback as a gift. Understanding both the talents we bring and our individual and collective shortcomings. Building and reinforcing a learning environment – an atmosphere of personal and professional development that is not focused on what is wrong, but rather learning from and constantly improving upon everything we do. Shoring up identified blind spots, while bringing our strengths to fully bear on the job, in meetings and when working in teams.

Lead – continuously scanning our external environment and listening to customers and market intelligence to become even better at what we do. Staying ahead of our competitors. Innovating and creating new products and services which maintain an industry leadership position at all times. Creating superior online shopping experiences that set us apart from our competition. Bringing our individual strengths and expertise to bear in solving company problems and understanding and capitalizing on available business opportunities.

Laugh – deeply knowing that laughter heals the soul and is a reminder to take ourselves lightly even in the most difficult times. Trusting the universe and that we are part of something far bigger than a consumer products company. Laughter allows us to take a step back and focus on those things we can control, while letting go of stress and anxiety generated by those things which we cannot control. Paying attention to the laws of nature and the phenomenal world around us.

POSITION REQUIREMENTS

We are relentlessly focused on delivering exceptional Customer Service and creating memorable service experiences each time a consumer or wholesale partner interacts with any team member or web site.

Education: High School Diploma or GED required, BA/BS in related field, preferred.

Licensure requirements: No licensure requirements.

Experience: Two years’ experience in a Customer Service position preferred. Experience in order entry, fulfillment (processing, picking and shipping), and shipping and receiving of stock inventory highly desirable as CSR's also process and fulfill orders. Trouble shooting skills and experience working in positions where a high degree of product knowledge is needed in order to service customers is essential. This is a phase II entry level position following the Order Processing & Fulfillment Specialist experience, a position dealing largely with Order Fulfillment and shipping and receiving of goods.

Must demonstrate experience and success working in a position which requires a high degree of accuracy, detail-orientation, multitasking and start-to finish-follow-through! Must have exceptional communication – phone skills, Live interacting directly with end users. Ability to speak, read, write, and understand the primary language(s) used in the workplace, in this case English. Speaking Spanish or other second language is an asset.

Previous work in the spa or skin care industries a distinct benefit.

Physical: Must be able to stand for at least 8 hours in worst case scenario. Bending, working on knees and lifting of items 50 lbs. or less is required. Periodically lifts items 25 lbs. or less above head.

Position: Customer Service Representative

Reports to: Director, Customer Experience & Warehouse Operations

COMPENSATION

Section 5: Salary Range (2023)

Starting Salary

$18.50

Hours

1st Shift: 7:00am - 4:00pm M-F, 8:30am - 5:00pm S-Sun

2nd Shift: 9:00am - 6:00pm M-F, 8:30am - 5:00pm S-Sun

Schedule - Rotating Weekends

CSR 1: Friday Off Every Week + Every Other Weekend.

CSR 2: Thursday Off Every Week + Every other Weekend.

ESSENTIAL SKILL | STANDARDS (What Exceptional Performance Looks Like)

SERVICE 01. Consistently demonstrates company values – love, learn, lead, laugh throughout the day and in all aspects of work, both with customers and as a team member.

SERVICE 02. Takes time to get to know customers and team members on a personal level and understand this is the primary principle upon which the company was founded.

SERVICE 03. Understands the importance of balancing personal and team accountability in delivering exceptional Customer Service. Is flexible and assists all team members deliver on the company's service promise.

SERVICE 04. Realizes the importance of quickly "recovering" service. Effectively deals with customer and vendor complaints - (1) listens to understand the problem, (2) with the partner/ customer/vendor, quickly develops a range of creative solutions from which to choose, (3) is a company owner in executing the recovery strategy to leave the partner/customer/vendor feeling better than when s(he) complained.

SERVICE 05. Understands that superior product knowledge and the confidence that comes from knowing, is the mark of a true service professional. Effortlessly assists retail and wholesale partners/customers select products and services that exceed expectations.

SERVICE 06. Embraces the value of responsiveness - immediately acknowledges and responds to partners and customers in person, over the phone, via chat or email. Ensure calls do not go to VM. Returns calls that go to VM within 10 minutes. Answers emails within 10 minutes. Is always conscious that the best way the company can demonstrate caring is through the immediate delivery of service without making customers or team members wait.

SERVICE 07. Deeply knows that the individual contribution and energy brought to work greatly impacts the performance of the entire team. Is positive, "energetic" and prepared to make difference in the lives of the people we serve.

OPERATIONS 01. I able to use Acumatica and the Customer Relationship Management (CRM) to present the most positive impression of the company to wholesale clients/spa partners and retail customers. Ensures exemplary follow-up without reminders.

OPERATIONS 02. Embraces service principles and processing standards to facilitate consistency, operational excellence and a flawless retail customer and wholesale partner experience. Examples:

• Error rates within standard
• Returns processed daily
• Achieving order processing cut offs - order received by 2:00 PM go out the same day
• Orders processed per hour
• Responsiveness indicators
• Effective employee communications
• Project deadlines
• OM4 and NBG customer acquisition and retention
• OM4 customer onboarding

Is flexible and - provides assistance where needed throughout the day to ensure the above standards are met.

OPERATIONS 03. Understands the business and makes valuable suggestions for continuous operations improvements.

OPERATIONS 04. Assists Manager, Customer Experience & Order Fulfilment in managing inventory and initiating retail product purchase orders (PO’s) by identifying stocked items that are below par replenishment level.

OPERATIONS 05. Receives orders per order receiving policy & procedure and ensures all products received are acceptable and meet criteria for resale.

OPERATIONS 06. Processes returns, refunds and exchanges in a timely fashion to ensure customers satisfaction.

OPERATIONS 07. Records key metrics on daily Customer Service experience tracking sheet. Initiates tickets to solve customer problems identified throughout the shift.

RESOURCE MANAGEMENT

RM 01. Manages work schedule and punches to avoid OT unless previously approved.

RM 02. Takes initiative and has a desire to grow and develop in all areas, especially, in new job responsibilities and projects. Demonstrates openness to feedback without being defensive.

RM 03. Is dependable, reliable and on time.

RM 04. Eliminates waste and uses company resources wisely to help the OWW remain profitable.

STRATEGY

STRATEGY 01. Learns from company information and works collaboratively with the entire retail and wholesale teams to develop innovative new products and services which enhance customer loyalty, streamline operations and improve sales.

STRATEGY 02. Assists marketing to devise innovative strategies for increasing market share of all brands.

STRATEGY 03. Translates company values into everyday strategies and individual deeds that enhance customer loyalty, streamline operations and improve sales.

STRATEGY 04. Is engaged and committed to helping the company leave a legacy - is accountable, keeps commitments and service promises.

STRATEGY 05. Participates in community events and supports OWW community programs.