Customer Service Specialist - Ecommerce

About This Role

Our Customer Service Specialist is responsible for all customer facing communication which includes both our professional and personal customers.

Our products have a large number of possible configurations (make, model, size, depth, color, finish etc...) and our customers have very specific needs. This means they often want detailed questions about our products answered prior to making a purchase.

This large ability to configure our products also leads to customers placing orders that are either technically not possible or missing key information required to complete the order.

This entails a mix of proactive and reactive customer outreach across multiple channels such as email, online messages, social media and phone.

All customer outreach is tightly measured. This means service interactions must happen promptly, be at the highest professional standards for thoughtful problem solving as well as written communication and drive business outcomes like generating a sale or avoiding a customer complaint in the future.

Our Customer Service Specialist will take strong ownership of all customer interactions, turning problems into solutions, clarifying important details and working diligently with customers to deliver an experience that keeps them coming back.

Key Job Duties

• Responding to 20-40 inbound customer inquiries per day promptly & professionally
• Proactively following up with orders that are missing key information
• Proactively following up with delivery and order issues
• Preparing price quotes
• Sending invoices for payment
• Responding to negative marketplace reviews
• Creating customer orders
• Updating and editing product listings on our website and marketplace platforms
• Adding new products to our website and marketplace platforms
• Administrative tasks in support of company founder

Key Personal Attributes

• Thrives in fast paced, self starting environment
• Strong and empathetic written communication
• Careful attention to detail
• Meticulous with follow-up
• Organized and always planning
• Interested in learning about a new business / industry
• Contagiously positive attitude and outgoing personality
• Interest in AI tools like ChatGPT or Stable Diffusion
• Experience running social media (TikTok, Instagram, Youtube)

About Us

Spot Industries is a cutting edge manufacturer of plastic and bioplastic products for home and work. We use advanced 3d printing technology to solve a wide range of problems for our clients that can't be solved using traditional plastic manufacturing processes. Our products are stronger, lighter and available in more colors and finishes than traditionally manufactured plastic products. They're also biodegradable thanks to the use of plant based bio-plastics that can be composted in commercial facilities.

We sell our products exclusively online through multiple sales channels including our website. We sell directly to both consumers and professionals in the interior design, architecture and tradeshow fields.

Spot Industries was founded in 2020 and operates a production facility located in Frederick, Maryland. We are a true family business and have founded multiple successful technology businesses over the years. We are actively scaling Spot Industries due to strong customer demand.

About This Opportunity

This is a great opportunity to join a true startup and personally help build a company. Our products have good fit in the marketplace but, we need help defining a best-in-class service organization that delivers fast, five-star-Customer Service to all our customers, big or small.

As a founding member of our Customer Experience team you will have the opportunity to improve the execution of existing Customer Service procedures, optimize those procedures and help define the playbook that makes our customer engagement noticeably better than our competitors.

As part of a real startup this role requires you to strike the careful balance between digging in and relentlessly executing while also helping level up procedures, playbooks and the role roadmap to scale with the company's growth.

Along the way you will get first hand experience with a cutting edge industry - 3d printing - and the opportunity to learn from a technical founder who played a key part in taking Uber Eats from 5 cities to a global food delivery giant.

Hours

Monday - Friday

9am to 5pm

Flexibility in scheduling for the right applicant.

Work Location

5715 Industry Lane, Frederick, MD, 21704

Other Details

Applicants must disclose any / all concurrent work obligations during the application process.