Customer Service And Front Office Representative

Position Summary:

The Customer Service Representative at Poppy & Pout plays a vital role in providing exceptional customer service and performing various administrative duties. This position ensures a seamless and welcoming experience for customers and visitors, maintaining effective communication and organizational operations.

Key Responsibilities:

Customer Service and Administrative Duties:

1. Messaging Platforms and Phone Management:

• Monitor messaging platforms and the wholesale customer service phone throughout the day.
• Respond to tickets received before 4:30 PM on the same business day or inform the Manager for assistance.
• Leave helpful and informative notes on orders and Hubspot.

2. Daily Task Management:

• Faire: Skim messages, make time sensitive changes, accept orders, review and resolve “Shopify Sync Issues,” and respond to messages.
• Gorgias: Address Amazon cancellation requests, manage cancellations, handle fulfilled orders, answer open tickets, record product issues, respond to negative Yotpo reviews, and review Amazon return requests.
• Hubspot: Close specific tickets, respond to open tickets, review and edit ShipHero orders, address retailer issues, update retailer information, and reassign specific tickets to designated personnel.
• Zendesk: Respond to all unsolved tickets.
• Amazon: Check and address negative reviews, review return requests, manage refunds, handle AZ claims and chargeback disputes, and record notable return reasons.
• Bulletin, Shoppe Online, FashionGo, and Shopify Wholesale: Enter new orders into Shopify, update shipping information, manage and contact retailers for order changes and payment issues, review Helium Customer Fields app for business legitimacy, and tag accordingly.

3. Front Desk Management:

• Greet and welcome visitors, clients, and vendors.
• Answer and direct incoming phone calls.
• Maintain a clean and organized reception area.

4. Administrative Support:

• Handle incoming and outgoing mail and packages.
• Schedule appointments and manage conference room bookings.
• Assist with clerical tasks such as data entry, filing, and document management.
• Order and maintain office supplies inventory.

5. Customer Interaction:

• Assist walkin customers with inquiries and provide information about Poppy & Pout products and services.
• Ensure a positive and welcoming experience for all visitors and clients.

6. Other duties as assigned

This role is evolving as Poppy and Pout grows and will include other administrative responsibilities. 

Qualifications:

• High school diploma or equivalent; additional education or certification in office administration or customer service is a plus. 
• Proven experience in a customer service role, preferably in a retail or wholesale environment. 
• Excellent verbal and written communication skills. 
• Strong organizational and multitasking abilities. 
• Proficiency in Microsoft Office Suite and customer service software (e.g., Hubspot, Zendesk).
• Ability to work independently and as part of a team. 
• Professional appearance and demeanor.

Poppy & Pout is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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