Job Description

The Customer Service Associate will play a crucial role in representing Ancient Crunch and ensuring customers receive outstanding support. This position requires excellent communication skills, attention to detail, and the ability to problem-solve effectively. You'll be the voice of our brand, handling inquiries, resolving issues, and maintaining positive customer relationships across various channels.

Key Responsibilities:

• Customer Support: Respond promptly to customer inquiries via email, live chat, and social media, ensuring a positive and empathetic tone in all interactions.
• Order Management: Assist customers with order updates, shipping information, returns, and exchanges to provide timely resolutions.
• Issue Resolution: Troubleshoot common issues such as product quality concerns, delayed shipments, missing items, and address updates with professionalism.
• Ticketing System Management: Manage and organize customer queries efficiently using tools like Gorgias, maintaining clear documentation for each case.
• Collaboration: Work closely with the operations and fulfillment teams to escalate complex issues and provide accurate updates to customers.
• Customer Insights: Document feedback and trends to share insights with relevant teams for improving processes and customer experience.
• Proactive Communication: Proactively communicate with customers about order updates, delays, and shipping nuances, mitigating potential frustrations.
• Reporting: This role will report directly to the Customer Relations Manager and collaborate regularly to align on customer support priorities and improvement
• Claims : Filing, flagging and managing claims with shipping support and fulfillment team

Qualifications:

• Education: Bachelor's degree or equivalent experience preferred.
• Experience: 1+ years of experience in customer service, office admin, or related work preferred, ideally in an e-commerce or food-related industry.
• Corporate Communication Skills: Proficiency in email and slack communication etiquette and best practices.
• Empathy and Patience : Patience for and care about our customers and their problems, many of which may be very frustrating to deal with.
• Technical Skills: Familiarity with customer service platforms (e.g., Gorgias, Zendesk), Shopify, and Excel/Google Sheets is a bonus.
• Problem-Solving: Strong troubleshooting and critical-thinking skills to resolve customer concerns efficiently.
• Organization: Detail-oriented with excellent organizational and time-management abilities.
• Adaptability: Comfortable working in a fast-paced startup environment with the flexibility to adapt to changing priorities.
• Passion for Food: A genuine interest in and knowledge of our products, the healthy food industry in general, our customers' interests in them.

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