Customer Service Specialist

CUSTOMER SERVICE SPECIALIST

WHO WE ARE 

PicassoTiles is a world leader of the magnetic building block toy industry. We design, develop, manufacture and sell toys for children that ignite the imagination to create masterpieces. We believe that open-play is essential for children’s development, as it allows them to develop skills that are not typically taught in the classroom. We are an art faced STEM-backed company that prioritizes creativity while also letting kids learn on their own.

Our goal is to help children develop their skills in science, technology, engineering, and math through the lens of art. We see the world as a canvas for children to create and explore on.

Our focus is the integration of art education into STEM education, as reflected in our use of STEAM labeling and the name “PicassoTiles”, which pays homage to the famous artist Pablo Picasso.

OUR VALUE SET  

We lift each other up and deeply care about our employees as a whole person.  Our actions, communication, and policies mirror these values. At PicassoTiles, you will be working alongside teams that prioritize respect, friendliness, and are drivers of their passion in loving what they do.

To learn more, visit About Us (picassotiles.com)

POSITION OVERVIEW

The Customer Service Specialist will perform a variety of duties that will assist customers with their inquiries and questions about their orders, as well as process returned merchandise to be categorized.  The Customer Service Specialist must be willing to write professional business emails and respond timely.  This position also requires a hands-on approach in managing our returned merchandise.

Essential Functions

• Manage and respond timely to customer inquiries by providing detailed responses and clear answers that address the customers questions with minimal email exchanges ensuring excellent Customer Service.

• Resolve Customer Service requests which include issues with orders, product returns, and product replacements from beginning to end ensuring that 100% customer satisfaction is obtained throughout the process.

• For all Customer Service requests received, document all pertinent information, i.e. issue, transaction(s), and result into NetSuite and any other required database system.

• Manage incoming inquiries from customers and business marketplace channels through the message portal utilizing the chat function.

• Thoroughly learn and know product information by utilizing existing company websites and products to accurately respond effectively to Customer Service requests and inquiries.

• Manage incoming product returns from various business marketplaces per company policy and marketplace channel terms and agreements.

• Inspect and test products for outgoing customer replacements and prepare all shipping documents and packaging according to company policy.

• Participate and provide ideas for continuous improvement to ensure 100% customer satisfaction throughout the Customer Service process.

• Performs other related duties as necessary or assigned.

Specifications/Qualifications

• High school diploma or GED equivalent.

• 1-2 years experience interacting with customers, providing Customer Service, preferably online.

• 1 year experience in data entry, Oracle NetSuite a plus.

• Must be able to clearly and accurately communicate by articulating ideas and expressing thoughts both verbally and in writing with a service-oriented mentality, especially in email.  

• Must be able to demonstrate attention to detail.

• Must be a flexible team player, able to flex communication and behavior to ensure a harmonious work environment, ability to exercise patience, and collaborate effectively with a positive attitude.

• Able to demonstrate strong problem solving skills and promote building strong effective relationships.

• Ability to exercise empathy in dealing with customers demonstrating a high level of professionalism, courtesy, friendliness, and patience.

• Must be able to exercise great time management skills and dependability.

• Must be able to use a computer efficiently; Google Suite and MS Office.  Must know MS Excel at an intermediate level.

• Must be a quick learner, able to ask questions, and be a good notetaker.

• Ability to discern and follow written and verbal instructions, policies, and procedures.

Physical/Mental Requirements and Work Environment

This position is primarily sedentary working in front of a computer in an air-controlled environment.  Frequent use of eyesight, fingering, and ability to sit for long periods is required.  

WHAT WE OFFER

• Wage: $19-21/hour

• Medical, dental, vision benefits

• Paid holidays, vacation, and sick time

• 401(k) retirement plan with company matching

• Employee discount on toys that make you smile and smarter!

Equal Opportunity Commitment

Volcus, LLC is an equal opportunity employer and promotes equal opportunity for all employees and applicants.  In doing so, we comply with local, state, and federal laws and regulations to ensure an equal employment opportunity for everyone.  We don’t discriminate in employment opportunities or practices on the basis of race, ancestry, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, citizenship, military service obligation, veteran status, or any other basis protected by federal, state or local laws.  Our policies and personnel practices are intended to ensure that all of us are treated equally with regard to recruiting, hiring, advancement, and our decisions on employment are made to further the principle of equal employment opportunities for all employees.