Customer Service Representative

Customer Service Representative - Job Description

About Plantlife:

Since 1994, Plantlife has been dedicated to creating aromatherapy, natural body care products that embody our core values of Care, Purity, Innovation, Community and Well-Being. We are passionate about bringing clean, plant-based solutions to people’s everyday wellness routines, and these values guide our team in representing Plantlife to our associates, vendors, and customers.

Role Overview:

We are seeking a mission-driven Customer Service Representative, who thrives in both B2B and B2C environments, to join our team! The ideal candidate understands today’s unique opportunities and trends within the health/wellness and natural/organic industries. This role is a key contact for customers, ensuring their orders and inquiries are handled with efficiency, professionalism, and genuine care. This role also supports our shipping department by assisting with picking, packing, and preparing orders as needed.

Responsibilities:

• Process all online, email, phone, and faxed orders for B2B and B2C sales channels.
• Provide personable customer service for both B2B and B2C channels.
• Download, process, and ship online orders via shipping software. Coordinate with the shipping department on correct methods to ship and ensure lowest cost of shipment.
• Communicate with customers via phone, online and/or email for problem resolution, product questions, promotions, new products, sales support, and customer service-related issues.
• Enter email, phone and faxed-in orders into accounting software and monitor open orders across multiple systems to ensure orders are completed within the allotted processing time.
• Provide reporting for projects and initiatives that drive efficiency and/or an enhanced customer experience.
• Provide results-oriented analysis of all consumer touch points.
• Drive strategy for process and customer experience improvement across all platforms.
• Collaborate with all internal departments in relation to B2C open/aging orders, carrier/delivery exceptions, return processing exceptions, customer issues, and product issues.
• Support cross-functional relationships with key departments to ensure alignment of e-Commerce initiatives and company objectives.
• Support the Company strategies to drive overall sales and achieve company goals.
• Assist with phones, filing, and email tasks with accuracy and timeliness.
• Support the shipping department by picking, packing, and preparing orders or assisting with other shipping-related tasks.
• Perform additional duties as assigned.

Qualifications:

• Passionate about customer satisfaction and connection.
• Strong prioritization, multitasking, and organizational skills.
• Excellent written communication skills.
• Excellent verbal communication skills and phone etiquette.
• Excellent organizational skills and the ability to multitask.
• Self-motivated, enthusiastic, resourceful, and able to work with limited supervision.
• Excellent problem-solving skills and common sense.
• A team player who works well with others to get the job done.
• Detail-oriented with high accuracy in data entry and reporting.
• Proficiency with Microsoft Office applications (required).
• Experience with shipping software (UPS, FedEx, USPS, ShipStation, or similar)
• Ability to lift and move packages when assisting in the shipping department.

Education and Experience:

• High School Diploma, or equivalent required. Associate degree preferred.
• 2+ years’ customer service experience in both B2B and B2C environments prefered.
• 2+ years’ order processing experience preferred on online platforms (Amazon, EBay, Walmart, Target, Etsy, Shopify)
• Accounting or bookkeeping experience a plus.
• SAGE 50 (or equivalent) software experience a plus.

Job Types: Full-time, Part-time

Work Location: In person

Pay Range $18-$20