This range is provided by Teak New York. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
$65,000.00/yr - $75,000.00/yr
Chief Operations Officer @ Teak New York
The Customer Support Specialist will serve as the first point of contact for customers across multiple channels (phone, email, live chat), ensuring that each customer interaction is seamless, informative, and engaging.
You will play a critical role in addressing customer inquiries, troubleshooting issues, and providing product guidance. In addition to supporting our customers, you will also work proactively to identify opportunities to enhance their shopping experience, drive customer satisfaction, and manage product fulfillment.
This role requires a blend of problem-solving, communication skills, engaged in active, hands-on tasks such as product fulfillment and managing back-stock inventory.
Key Responsibilities:
Provide top-tier customer support: Assist customers with product questions, order issues, returns, shipping inquiries, and other support needs via phone, email, live chat, and in-store interactions.Omni-channel support: Help customers navigate their purchase journey across all touch points (website, app, in-store) while providing tailored solutions based on their needs.Proactive customer engagement: Identify opportunities to support customers during their shopping process, navigating them through our online store, presenting delivery options, or sharing product recommendations.Problem-solving and troubleshooting: Resolve complex customer issues, such as delayed shipments, damaged products, or returns, by collaborating with internal teams to find effective solutions.Customer Insights & Advocacy: Actively listen to customer feedback and share insights with the product, sales, and marketing teams to improve the overall customer experience and optimize the shopping journey.Order management and tracking: Assist customers with order tracking, processing returns or exchanges, and ensuring all customer orders are processed accurately and in a timely manner.Order fulfillment: Pack and ship e-commerce orders twice a week and assist in organizing logistics of larger items to be shipped via our warehouse.Inventory Management: Maintain an accurate count of back-stock inventory in our storage unit, ensuring products are well-organized and easily accessible.Upsell and cross-sell opportunities: Identify opportunities to suggest complementary products or services that enhance the customer's shopping experience and add value.Customer success advocacy: Ensure customers are fully aware of our products and services, guiding them to maximize the value they receive from their purchases and fostering brand loyalty.Collaboration with internal teams: Work closely with the logistics, sales, and product teams to resolve issues and streamline processes that impact the customer experience.Maintain detailed records: Document customer interactions, feedback, and issues in our CRM system, ensuring accurate and up-to-date records for future reference.Qualifications:
Experience: 1-3 years in customer support, preferably in retail or e-commerce, with a focus on providing exceptional service across multiple channels.Strong communication skills: verbal and written with the ability to engage customers professionally and empathetically.Comfortable using CRM tools: live chat systems, and email communication platforms.Familiarity with omni-channel retail concepts.Excellent problem-solving skills: and the ability to think creatively to address customer concerns.Ability to multitask: and handle high-volume customer interactions without compromising service quality.Physically capable: of handling light to moderate lifting (up to 40lbs), stocking inventory, and product fulfillment.Preferred Skills & Experience:
- Prior experience in the furniture or home decor industry is a plus.
- Familiarity with Shopify or other e-commerce platforms is a bonus.
Who You Are:
- A problem-solver who enjoys helping customers find solutions.
- Detail-oriented and organized, with a strong ability to manage inventory and shipping logistics.
- A proactive team player who is comfortable working both independently and collaboratively.
- Customer-focused, with a positive attitude and a passion for delivering top-tier service.
This is a dynamic role that blends customer service, operational support, and physical work—perfect for someone who enjoys a mix of problem-solving, engaging with people, and staying active on the job.
Seniority level
Entry level
Employment type
Full-time
Industries
Retail Furniture and Home Furnishings
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