Customer Success Associate

Company Overview 

At Oaktown Spice Shop, our team members’ love of cooking and spices creates a personal, expert-inspired experience that helps our customers discover what remarkable dishes to make for dinner in a fun and enriching way. We strive to offer the highest-quality spices and small-batch spice blends in the Bay Area and Los Angeles. 

We are also committed to being an inclusive, diverse and collaborative workplace where no problem is unsolvable, people can be themselves, earn competitive wages and have equal opportunities to grow. And we have fun! Our workplaces are inspiring and welcoming spaces for customers and staff alike.

Position Overview 

In collaboration with the Accounts Manager and Customer Success Lead, the Customer Success Associate is responsible for interfacing with Oaktown’s customers across multiple channels: Online/Retail, Foodservice, and Corporate Clients. They will utilize email, phone, ShipStation, Fishbowl, and Zapiet to communicate and coordinate the flow of information to and from the customer. The Customer Success Associate maintains positive customer relations and coordinates various company systems to ensure requests are handled appropriately and in a timely manner. Additionally, they are responsible for daily upkeep of administrative tasks relating to the Accounts department and company-wide projects. Success in this role will rely on the ability to work independently, multitask, and proactively seek creative solutions to complex challenges. 

This is a part-time position at 15-24 hours per week, with increased hours in November and December. Candidates will be expected to be available Thanksgiving week (November 24-28) and Christmas/New Years weeks (December 22 - January 2), excluding company holidays. Time off requests during these windows might not be granted. This position is in-person at our warehouse in Berkeley. 

Key Duties (May include, but are not limited to):

GENERAL

• Portray a positive company image and engage in professional and friendly communications with customers. 
• Serve as a liaison with the Production team to support on time and accurate fulfillment of Foodservice, Wholesale, and Online/Retail orders.
• Escalate customer issues appropriately and keep management informed of any ongoing issues or requests.

ONLINE/RETAIL

• Resolve customer problems by informing customers of price updates, shipping dates, anticipated delays and any additional information needed by the customer.
• Assist the Customer Success Lead and Accounts Manager to manage info@ email address, customer service phone line to ensure online/retail customers’ needs are addressed efficiently and effectively. 
• As needed, tailor response and action to customers who have unique needs, while balancing company time and resources. 
• Adjust shipping details for orders as needed; follow-up on orders to ensure delivery by specified dates; manage returned-to-sender orders as necessary. 
• Batch and print retail mail orders to ship by required shipping date. 
• Securely collect credit card information and store it on file in accordance with Customer Data Security Policy. 

FOODSERVICE; WHOLESALE

• Assist in onboarding new Foodservice customers; maintain customer records and accounts. 
• In collaboration with the Customer Success Lead and Accounts Manager, respond to Foodservice orders via email, and process Foodservice orders in Fishbowl, as needed. 
• Create and print Foodservice and Wholesale order shipping labels.
• Interface with Foodservice and Wholesale customers in person and assist with their pick up orders at the warehouse.
• Exhibit a high level of attention to detail.

ADMINISTRATIVE

• Utilize Google Sheets to analyze data and perform tasks including but not limited to customers’ purchase history, price audits, bulk updates, and general upkeep of various online platforms. 
• Generally be available to the team to assist with their operations as needed.
• Assist with organization and interdepartmental communication. 

Required Knowledge, Skills, and Experience 

MINIMUM QUALIFICATIONS:

• High school diploma or general education degree (GED); or at least one year related experience and/or training; or equivalent combination of education and experience
• Basic math skills
• Excellent oral/written communication skills
• Customer service experience with handling clients and customers from different industries and backgrounds
• Strong computer skills and proficiency in G-suite programs, particularly with Google Sheets and/or Excel
• Problem-solving abilities to help meet customer challenges
• Organizational ability and attention to detail to manage multiple accounts at one time
• Ability to work in a team environment and take direction from management and supervisors
• Embraces a culture of learning and advocacy; values diversity, equity, and inclusion
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence

PREFERRED QUALIFICATIONS:

• Proficiency with Shipstation, Shopify, Quickbooks and Fishbowl

Additional Physical Requirements  

• While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls.
• The employee additionally will be asked to walk, answer doors, lift 50 lb boxes, and climb staircases. 

Critical features of this job are described above. This job description is not intended to be an exhaustive list of all responsibilities and duties or skills and knowledge required and does not prescribe or restrict duties and responsibilities that may be assigned. This job description is subject to change at any time. 

For purposes of the Americans with Disabilities Act (ADA), the essential functions of this job may not be described fully here. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.