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Customer Service Analyst

Ample Hills Creamery
New York, NY
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Responsible for providing customer related support to customers on our e-commerce platform, supporting customer service concerns expressed by visitors to our scoop shops, managing and maintaining relationships with our vendor/distributor, responsible for all technology related support related to our customer relationship management platform (“CRM”).

ESSENTIAL FUNCTIONS:

· Receive and respond to customer inquiries, complaints, and questions in line with Ample Hills brand and values

· Communicate and coordinate with Ample Hills directors in response to customer inquiries

· Implement upgrades to current CRM platform or any new platform rolled out by company

· Develop and implement initiatives to improve customer services.

· Analyze and summarize customer issues to prepare appropriate solutions/clarifications to respond to customers.

· Evaluate and prioritize customer inquiries to better serve the customers.

· Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.

· Maintain history records and related problem documentations for future reference.

· Maintain relationships with vendor/distributor, other internal departments as well as client base to improve business performance.

· Manage customer expectations by drafting bulletins/ other customer correspondents to alert customers of any exceptions that may result in their orders being delayed.

· Work with vendor/distributor to resolve delivery issues related to customer orders.

· Address customer issues to develop tools and processes to increase customer satisfaction

· Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary.

· Maintain the internal and external customer databases.

· Maintain up-to-date knowledge on customer business areas.

· Maintain broad knowledge about the company's products and services.

· Analyze monthly e-commerce sales via reports and data visualization techniques

· Able to create process improvement charts to assist customer service senior leaders to visual current process’s strength and opportunities

QUALIFICATIONS:

· Strong and empathetic verbal and written communication skills

· Excellent communication, interpersonal, and follow-up skills

· Team oriented

· Strong organization skills with the ability to handle multiple task

· Good telephone manner to enhance relationships with customers

· Exceptional vendor management skills

· Knowledge of data analytics

· Ability to work with little or no supervision

· CRM experience (HappyFox or similar CRM platform for example: Zendesk) (preferred)

· Shopify experience (Must have)

· Above average communication skills (Required)

· Vendor Management experience

· Microsoft Excel: 2 years (Required)

· Microsoft Office: 2 years (Required)

· Google Suite: 2 years (Required)

· Associate (Preferred)

 

 

Ample Hills Creamery

Why Work Here?
We bring joy & ice cream to our communities!

We make ice cream because ice cream can make people happy. Plain and simple. Whether you’re treating your kids to an after-school sugar rush, splitting a sundae on a first date, or picking up pints for a picnic, we hope our ice cream can help you make your next favorite memory. Our mission is to share joy with our neighborhoods, one scoop at a time.

Address

New York, NY
USA

Industry

Business

View all jobs at Ample Hills Creamery