Customer Support Associate

We're looking for an awesome human to provide customer support to our portfolio of fashion, footwear, and consumer goods brands! Ship Essential manages e-commerce fulfillment and inventory storage for up-and-coming and established brands in LA and NYC. You'll be the front-line support person working alongside a team of dedicated, e-comm operations nerds.

This is a temporary, in-person position at our fulfillment center located Downtown, Los Angeles.

Hours: M-F 9am - 5pm

• Answer incoming emails, texts, and calls on a range of topics including: order details and tracking, shipping issues, inventory, special requests, and general account questions or concerns
• File claims for lost packages with carriers and communicate updates and resolutions with brands
• Follow up with carriers regarding claim statuses and delayed shipments
• Demonstrate appropriate sense of urgency for prioritizing customer tasks and meeting all deadlines
• Demonstrate clear, polite, and professional written communication
• Proactively communicate system and process issues, customer feedback, and recurring patterns or concerns with management
• Set appropriate and realistic expectations with customers
• Communicate brands needs to operations team in an efficient manner while maintaining brand standards and customer service
• Clearly understand and respond appropriately to issues that customers present, then proactively solve the issues at hand
• Exceed customer expectations by going above and beyond while realizing that Ship Essential is an extension of our brands
• This is an in-person role at our fulfillment center in Downtown, LA

Requirements

• Customer service/support experience
• Proficient in CRM and WMS systems, with experience in Shopify integration preferred
• Knowledge of shipping industry
• Impeccable attention to detail: whether building quotes, writing emails or drafting tickets, your work is always accurate and free from typos or calculation errors
• Ability to manage working between multiple computer systems and applications open at a time while retrieving information from one to complete fields in another
• Ability to multitask, prioritize, and manage time effectively working independently and with a team
• Experience working under pressure while consistently meeting standards for productivity and quality
• Ability to remain professional and courteous with customers at all times
• Ability to efficiently identify client needs and determine how to address them (ie. whether to resolve them directly or escalate them to another individual / group)

Benefits

• Health Care Plan
• Retirement Plan (401k)
• Paid Time Off (Vacation, Sick & Public Holidays)