Job Posting: Customer Success Specialist

Position Title:  Customer Success Specialist

Company:  Merchology 

Location:  121 Cheshire Lane, #100 Minnetonka, MN

Days/Hours:  Monday – Friday, 8am-5pm CST

Base Pay:  Starting at $36,000 / Year Salary with bonus and upside for exceptional performance

Department: E-Commerce Customer Service-Sales

Industry:  Business to Business E-Commerce Sales

Job Description:  

• Process customer orders using Merchology’s ERP platform, Netsuite
• Utilize Hubspot (Merchology’s CRM platform), Shopify, Google Drive, and Netsuite to collect order information
• Communicate with customers regarding their product, logo, logo location, extra charges, and shipping (to name a few) over the phone, live chat, and email.
• Follow customer instructions to ensure their order is exactly what they expect
• Provide updates to customers during the order process
• Oversee open orders to ensure orders track to ship dates and old orders are fulfilled
• Communicate order issues to Customer Success Supervisor
• Communicate order ship dates, rush requests, deadlines with Production Coordinator
• Document customer notes timely and accurately in Merchology’s CRM system, Hubspot
• Relies on instructions and pre-established guidelines to perform functions of the job
• Benefits include: Health Insurance, 401k plan, unemployment insurance, and workers compensation insurance. Paid Time Off (vacation, sick leave and personal) starts 18 days per year, prorated

Job Requirements:

• Must be motivated, detail-oriented, and organized
• Must be friendly, empathetic and willing to help others – both customers and team members
• Must have a positive attitude and able to work in a team-oriented environment
• Must be computer literate and proficient in a Windows PC environment.
• Problem-solving skills
• Previous experience in retail and/or customer service preferred
• 2 Year Associates Degree, 4 Year Bachelor’s Degree preferred
• Fluent in English or Spanish

Merchology is the leading online retailer in business to business sales of co-branded retail merchandise including apparel, headwear, drinkware, gifts, and accessories. Our customers depend on Customer Success Specialists to get their order right - fulfilled accurately and on time – a very important position. With over 8,000 verified customer reviews and a 4.7+ average star rating, not only do we sell amazing cobranded products - our customer service is best in class! Merchology is “customer logos + brands they love.” It’s pure brand awesomeness!