Customer Care Associate

Overview:

The Customer Care Associate will serve as a versatile team member, seamlessly transitioning between addressing the needs of the customer to processing returned items as well as assisting in order fulfillment to ensure a smooth and efficient customer experience.  

Responsibilities Will Include: 

• Returns Process:
• • Process and handle customer returns in accordance with company policies
  • Investigate and resolve issues related to product returns, ensuring customer satisfaction
  • Collaborate with others on the Customer Care team to optimize processes and minimize return-related challenges
• Customer Support:
• • Provide exceptional customer service through various communication channels (phone, email, chat)
  • Address customer inquiries, concerns, and issues promptly and professionally
  • Collaborate with others on the Customer Care team to share insights and contribute to continuous improvement
• Versatility and Adaptability:
• • Quickly adapt to changing priorities and assist in areas with high demand
  • Maintain a high level of proficiency to ensure effective support
• Flexibility in Dynamic Work Environments:
• • Recognize that the Customer Care Department may experience fluctuations in business demands
  • Be flexible and able to switch gears constantly to meet the evolving needs of the business, including providing support to other departments
  • Contribute to a collaborative and positive work environment, supporting team members during peak periods.
• Software Proficiency:
• • Demonstrate the ability to navigate multiple software platforms efficiently
  • Utilize various tools and systems to process returns, manage customer inquiries, and streamline workflow
  • Stay updated on changes and enhancements to software platforms to ensure optimal performance
• Brand & Product Knowledge
• • Develop a deep understanding of Born Primitive’s brand, products, and services
  • Stay informed about product features, specifications, and updates
  • Utilize brand and product knowledge to enhance customer interactions and provide accurate information

Minimum Qualifications:

• High School Diploma or equivalent 
• Ability to work in a fast-paced environment and remain flexible to constant changes
• Effective communication skills
• Ability to work with a team
• Email and phone communication skills 
• Ability to handle a vast variety of different tasks
• Computer skills and the ability to learn new programs quickly
• Create and maintain a quality, professional work environment and ability to maintain a positive relationship with all co-workers and colleagues
• Must be available to work flex schedule of Monday - Friday, 8 hours per day between 8:00am and 6:00pm.  Occasional weekends and holidays.
• Must be willing and able to lift packages anywhere from 2-50lbs

Preferred Qualifications:

• Bachelor’s Degree or Equivalent Work Experience 
• 2+ years of related customer contact/ service industry experience
• Apparel Industry Experience 

(This job description is not intended to provide a complete and comprehensive list of all job duties, requirements and responsibilities. Instead, it is provided as a general overview of the expectations for the position)

Required Characteristics:

• Ability to work under pressure and in various climates, heat or cold
• Efficient and professional communication skills to engage with customers
• Will be trained to use multiple software programs 
• Ability to thrive in a quickly growing and very fast paced work environment
• Quality organizational skills
• Ability to work with a diverse group of individuals