We are a retail store that sells Japanese "kawaii" goods including Hello Kitty, Rilakkuma, Pokemon, and more! The right team member will be able to work efficiently, quickly, and independently while interacting with customers in a friendly, positive manner. A love for helping and interacting with people is a must.
The Customer Support Specialist will handle customer service via the phone, email, and in-person via curbside pick up and answer general questions. This team member would also assist the Warehouse Manager & fulfillment team in processing orders in various tasks including printing labels, verifying orders, prepping/organizing orders, and other needs that come up.
JOB DUTIES:
- Serve as liaison between customer support team, management, and customers to improve Customer satisfaction and sales results. Act as the point of contact for other Customer-facing staff.
- Recommend potential products, services, or innovative ideas to management by collecting Customer information and analyzing Customer needs.
- Develop and maintain organizational systems that support operations.
- Perform general office administrative functions, including answering phones, filling orders, handling Customer pick-ups, and organizing materials and activities.
- Organize and maintain fulfillment records (paper and digital) for livestream or other partners.
- Assist fulfillment team in their daily tasks of order processing and fulfillment when necessary to meet 2-day fulfillment requirement.
- Pull/prepare pick up orders and deliver to customers at front door and curbside pickup.
- Maintain weekly reports on inquiries, responses, and feedback to develop Customer analytics & trends.
- Perform administrative duties, reports and projects associated with Customer Support and Operations.
- Front of house support, including cashiering, customer support on the floor, pulling products for customers, restocking, merchandising the retail store for in-person shopping as needed.
- Prioritize tasks and respond to Customer messages within 24 hours.
- Champion and model the company mission, vision, and values.
- Facilitate thorough communication amongst interested parties to ensure timely processing of goods.
- Coordinate with Warehouse Manager to ensure shipments are shipped on time or pre-routed as needed.
- Work with operations team to confirm orders, revisions, order cancelations, and order status.
- Provide professional and excellent service to customers in person, by phone, or by e-mail.
- Resolve Customer concerns by determining the cause of problems, selecting, and explaining the best solution, expediting correction or adjustment, and following up to ensure Customer satisfaction.
- Other requests as specified from time to time.
KNOWLEDGE AND SKILLS
- Minimum 2 years administrative operations and/or retail experience
- Basic Accounting knowledge and experience
- Familiarity with and understanding of Japanese pop culture entertainment titles and products
- Excellent interpersonal communications and presentation skills with clients and staff
- Friendly, courteous, empathetic, compassionate, professional demeanor, and team-driven
- Excellent Problem solving skills
- Must be highly savvy and efficient with computer and internet use, detail-oriented
- Reliable self-starter who is motivated and adaptable to change
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
- Health insurance
- Paid time off
Weekly day range:
Work setting:
Ability to Relocate:
- Los Angeles, CA: Relocate before starting work (Required)
Work Location: In person