Customer Experience Specialist

About The Company

Yummy Beauty Brands is a leading eCommerce retailer of luxury hair and beauty accessories. Trendsetting products such as our Yummy Hair Extensions and KOSA Professionals Styling Tools have allowed us to continue to disrupt the hair and beauty industry since 2013.

With over 10+ years of experience in the raw hair industry, our quality and texture are superior and incomparable. Recognized by leading press sources such as Allure, Elle, and Essence magazines, Yummy Beauty Brands is considered a forerunner in the hair and beauty industry, receiving praise for its powerful branding, superior customer service, and finest quality hair and heat tools available in today’s market.

Position Summary

The Customer Experience Specialist is a full-time, in-person role. You are an ambitious and motivated individual who has a passion for serving others.

You will be responsible for interfacing with customers via phone, via e-mail, and all other electronic interactions such as social media.

You will develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following :

• Able to be physically present in the office Monday-Friday
• Able to align with our retail blackout period from October 15 - January 15
• Provide consultations to customers via telephone and email by helping answer questions, resolving issues, and offering suggestions for additional products and services
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Resolving customer problems and providing effective solutions that encourage customers to return to company
• Informing customers of prices, shipping dates, anticipated delays, and any additional information needed by customers; printing shipment documents;

recording or filing copies of orders received

• Following up on orders to ensure delivery by specified dates
• Establishing and maintaining customer profiles and preparing claim forms
• Maintaining the inventory and informing the supervisor of stocking needs
• Cleaning equipment and assisting with the maintenance of equipment and supplies
• Performing accurate company-required recordkeeping and documentation
• Efficiently and correctly corresponding with third-party providers to manage clientele
• Cold-calling or calling customers for company-based reviews
• Meet monthly KPIs (Key Performance Indicators), SLAs (Service Level Agreements), and sales goals
• Cross-training in retail and fulfillment departments
• Ability to train colleagues in any customer-service related roles
• Exceptional verbal and written communication
• Perform other duties as assigned based on company need

Minimum Qualifications and Skills

• A college education (Associate’s or Bachelor’s degree) is preferred, but we will consider strong relevant experience in lieu of a college degree
• 2+ years of prior experience in a customer service-related field required
• 2+ years of prior retail sales experience required
• 1+ years of experience using a CRM required (bonus if you have experience using Gorgias)
• Familiarity with hair extensions and a passion for the beauty industry are highly preferred
• Beauty industry work experience highly preferred
• Cosmetologist license highly preferred
• Ability to upsell and cross-sell and understand when to use a consultative selling approach
• Ability to work in a team environment and take direction from management and supervisors
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
• Must have excellent verbal and written communication skills
• Must have excellent organizational, time management and multi-tasking skills

Yummy Hair Extensions is committed to a diverse and inclusive workplace. Yummy Hair Extensions is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear.

The employee is occasionally required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand : walk : sit : and reach with hands and arms.

The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

The noise level in the work environment is usually low to moderate.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.

Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignment's.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonable accommodate individuals while disabilities.

To perform this job successfully, the incumbents will posses the skills, aptitudes, and abilities to perform each duty proficiently.

some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise other than an "at will" relationship.