Customer Service Specialist (Part Time)

Hammer Made is a Minneapolis-based men’s clothing designer with a distinctive collection of limited-run shirts, apparel and accessories. We currently have nine stores throughout the US and growing!

We are looking for a true brand ambassador with roll-up-your-sleeves mentality and an excitement for our products. If you have a passion for fashion and a strong background in customer service, we want to meet you! This opening is located at our Eden Prairie HQ. 

Role Overview: The Customer Service Specialist will be responsible for providing excellent service to our valued customers through various channels including phone, email, chat, and/or social media platforms. This role requires a strong understanding of our products, policies, and procedures to effectively assist customers with inquiries, orders, and concerns.  Hours for this role are Monday, Wednesday and Friday from 8:30 am - 5:00 pm (24 hours per week)

Customer Service Ownership (75% of time allocation)

• Customer Engagement: Engage with customers in a friendly, professional, and timely manner to address inquiries, resolve issues, and provide product recommendations
• Processes customer orders/exchanges/returns according to established department policies and procedures.
• Order Management: Assist customers with order placement, tracking, modifications, cancellations, and returns in accordance with company policies
• Respond to Hammer Made INFO email
• Manage Hammer Made voicemail
• Follow-up with customers regarding out of stock or missing items
• Web order Management
• Concierge service for VIP program
• Product Knowledge: Develop a deep understanding of our product offerings, including fit, fabric, sizing, and styling to provide accurate and helpful information to customers
• Problem Solving: proactively identify and resolve customer issues and concerns, demonstrating empathy, patience, and resourcefulness
• Communication: communicate effectively with customers and internal teams to ensure accurate and timely resolutions of inquiries and escalations
• Quality Assurance: monitor customer interactions to ensure adherence to company standards for professionalism, accuracy, and customer satisfaction
• Feedback and Improvement: provide feedback to management regarding recurring customer issues, trends and opportunities for process improvement
• Partner with the retail stores to meet and exceed customer’s service expectations.

Warehouse/shipping Support (20% of time allocation)

• Assist with Warehouse support fullfilling orders. 
• Learn the product and the Hammer Made customer
• Familiarize with the POS and inventory management systems

Ancillary Projects (5% of time allocation)

• Assist and help plan photo shoots for upcoming product marketing needs
• Be a liaison between stores and HQ to deliver messaging related to customer service standards, product education and upcoming events

Competencies

1. Exceptional technical computer skills in Microsoft Office and Shopify plus

2. Results oriented with a customer focus

3. Thoroughness and attention to detail

4. Familiarity with CRM systems, project management, reporting research results, understanding the Hammer Made customer

5. Shows a high level of initiative

6. Time management skills and the ability to multi-task

7. Ability to communicate effectively and clearly, reflecting an appropriate sense of urgency to all levels of management with a collaborative style

8. Ability to absorb and apply constructive criticism from peers and management

9. Positive and helpful attitude – good team player – willingness to learn

10. Flexibility with changing project demands

11. Strong organizational skills

Required Education and Experience

• 1-3 years experience with Shopify a plus, Microsoft office and Canva 
• 1-3 years experience in a retail customer service role
• Experience organizing and maintaining digital files.

Work Environment: This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, digital cameras.

Physical Demands (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job). This is largely a sedentary role; however, some standing/walking is required. The employee is frequently required to sit for long periods of time. Excellent vision as well as color vision are required for this position

Position Type and Expected Hours of Work: This is a part-time position.  

Hours for this role are Monday, Wednesday and Friday from 8:30 am - 5:00 pm (24 hours per week)