About this role
<p><span style=""><span style="">The Drunk Elephant Customer Relations team supports customers across the brand by providing information, answering questions, and responding to concerns. The CR team is the front line of support for customers and interested parties, and ensures that customers are satisfied with our products, ordering process, and other needs related to the brand. </span></span></p> <p> </p> <p><span style=""><span style="">The <b>Customer Relations Coordinator -- E-Commerce Operations</b> position on the Drunk Elephant Customer Relations team is primarily focused on ticket types related to ordering on drunkelephant.com, inventory availability, order processing, shipping, delivery, and packaging defects. Prior experience with Salesforce Service Cloud and/or IBM Sterling Call Center is helpful but not a requirement.</span></span></p> <p> </p> <p><span style=""><span style="">This role is responsible for executing customer-requested shipping changes and order cancellations, and resolving INRs (item not received), and missing packages. The Customer Relations Coordinator will also liase with FedEx, completing FedEx Claim Form submissions, and communicating service interruptions with other team members on a daily basis. </span></span></p> <p> </p> <p><span style=""><span style="">Our team members must be sensitive to customer feedback involving packaging defects, facilitate product returns to our Quality team for further investigation, and identify patterns requiring escalation. This feedback loop is critical for ensuring quality issues are expeditiously addressed. </span></span></p> <p> </p> <p><span style=""><span style="">This position has the unique and elevated responsibility of working closely with our Digital team to ensure accuracy and timeliness in order flow and processing from our drunkelephant.com website to our order fulfilment center. This also encompasses unfulfilled/unauthorized order monitoring and high risk order reviews and approvals in our inventory management system. Attention to detail and sense of urgency is key. </span></span></p> <p> </p> <p><b><span style=""><span style="">Key competencies and responsibilities include:</span></span></b></p> <p><span style=""><span style="">• Maintaining a positive, empathetic, and professional disposition towards customers during all points of engagement. </span></span></p> <p><span style=""><span style="">• Exemplifying company core values throughout all contact. </span></span></p> <p><span style=""><span style="">• Promptly responding to customer inquiries via email, messaging, chat, and phone. </span></span></p> <p><span style=""><span style="">• In-depth knowledge of Drunk Elephant philosophy, products, and policies. </span></span></p> <p><span style=""><span style="">• Ability to trouble-shoot and resolve conflict. </span></span></p> <p><span style=""><span style="">• Maintaining detailed records of customer interactions and internal information related to each ticket. </span></span></p> <p><span style=""><span style="">• Daily order management tasks</span></span></p> <p><span style=""><span style="">• Fraud monitoring and notifications </span></span></p> <p><span style=""><span style="">• Liaising with FedEx </span></span></p> <p><span style=""><span style="">• Contributing to content creation and special team projects </span></span></p> <p><span style=""><span style="">• Providing feedback and escalating issues within the Digital department. </span></span></p> <p><span style=""><span style="">• Maintaining a conducive, remote work environment with dependable Internet connectivity </span></span></p> <p> </p> <p><span style=""><span style="">These responsibilities are in addition to the basic requirements of a Customer Relations “generalist”, including full knowledge of all Drunk Elephant products and usage, DrunkElephant.com policies, workflows, and providing service via email, web messaging, live chat, and phone within the Salesforce support ticketing system.</span></span></p> <p><span style=""><span style="">#LI-Remote #Nylaw </span></span></p>