About Talking Out of Turn (TOOT): Talking Out of Turn (TOOT) is a vibrant lifestyle brand known for its fun and functional products, ranging from stationery and gifts to bags and home décor. Our mission is to bring joy and creativity into everyday life through our high-quality items. We are committed to providing excellent customer service to both individual customers (B2C) and businesses (B2B).
Job Overview: We are looking for a detail-oriented and customer-focused individual to join our team as a Customer Experience Specialist. In this role, you will be responsible for managing customer interactions, processing orders, and ensuring a seamless experience for our B2B and B2C clients. Your dedication to delivering top-notch service and efficient operations is essential to maintaining our brand's reputation.
Key Responsibilities:
Customer Support:
- Respond promptly to customer inquiries via phone, email, and chat.
- Provide accurate product information, resolve issues, and ensure customer satisfaction.
- Assist customers with product selection, order status, and tracking information.
- Handle and resolve customer complaints in a timely and professional manner.
Order Entry & Management:
- Accurately enter customer orders for both B2B and B2C transactions.
- Verify order details, including pricing, quantities, and shipping information.
- Coordinate with internal departments to ensure orders are processed efficiently and shipped on time.
- Monitor backorders, cancellations, and order changes.
B2B Account Management:
- Support wholesale customers by providing quotes, entering bulk orders, and addressing account-specific needs.
- Liaise with B2B clients to manage order timelines, customization requests, and invoicing.
- Build and maintain strong relationships with wholesale partners through exceptional service.
Systems & Data Management:
- Maintain accurate records of customer interactions and orders in CRM and order management systems.
- Update customer information, order history, and product returns as needed.
- Generate and analyze reports to track order trends, customer feedback, and service efficiency.
Collaboration & Teamwork:
- Work closely with sales and production teams to coordinate order fulfillment and meet customer expectations.
- Collaborate with the marketing team on product launches and promotions, ensuring accurate communication to customers.
- Provide feedback to improve processes, customer experience, and product offerings.
Requirements:
- Previous experience in customer service, order entry, or a related field (experience in B2B and B2C environments preferred).
- Strong communication skills and the ability to interact professionally with customers and team members.
- Attention to detail and accuracy in data entry and order management.
- Ability to multitask in a fast-paced environment.
- Familiarity with CRM systems, order entry software, and e-commerce platforms.
Preferred Qualifications:
- Experience in wholesale customer service or account management.
- Knowledge of retail and/or wholesale product distribution.
- Familiarity with Shopify, Gorgias, Faire, QuickBooks, or other e-commerce platforms.