Customer Service Associate Part Time
19 days ago
New York
Job DescriptionBenefits: • Competitive salary, • Flexible schedule Onsite Collaboration: Due to the nature of the work and cross-functional collaboration, the contractor must perform services onsite at our office up to three (3) days per week, coordinated in advance. The contractor retains discretion over how services are performed during onsite and offsite work periods. Scope of Services The Contractor will provide customer service and advisory support services, including: Consumer Customer Support • Manage customer inquiries via Gorgias CRM (email, chat, and phone channels), maintaining timely and accurate responses, • Advise and resolve customer concerns on product selection and usage delivering a premium consultative experience, • Provide product knowledge and care guidance, enhancing customer confidence and trust, • Handle customer complaints and coordinate returns, refunds, replacements, and cancellations through Shopify, in accordance with documented guidelinesOrder, Returns & Data Management, • Maintain organized records of inquiries, resolutions, and responses in Gorgias, • Coordinate with Quality and Marketing teams to support accurate customer responses and escalations as needed., • Coordinate with warehouse and logistics teams to track shipments as needed, resolve delivery issues, and prevent delays in accordance with Extensive WMS platformCoordination & Escalation, • Liaise with Direct-to-Consumer, Marketing, and Warehouse partners as needed, • Review and quality-check external helpdesk responses related to pricing and delivery inquiries as well as update macros as needed in Gorgias, • Identify issues or risks and escalate appropriately through agreed communication channelsDeliverables & Performance Expectations, • Timely, professional responses to customer inquiries, • Accurate logging and documentation of customer interactions, • Clear escalation of complex or high-risk issues, • Consistent alignment with documented quality and brand standardsContractor Qualifications, • Minimum 2 years of experience providing consumer-facing customer service support, preferably in high end consumer goods or homeware, • Strong written and verbal communication skills, • Ability to manage multiple inquiries independently in a fast-paced environment, • Proficiency with Microsoft Office, • Experience with Shopify is required, • Experience with Gorgias or similar ticketing CRM is required, • Experience with NetSuite or similar systems is a plus, • Knowledge of kitchenware (cookware, bakeware, cutlery, utensils) is a plus, • Fluent English required; additional languages (French or Spanish) a plusEngagement Terms (Independent Contractor), • This engagement is for a 1099 independent contractor, not an employee, • Contractor retains control over the manner and means of performing services, • Contractor may provide services to other clients during the engagement, • Contractor is responsible for all taxes, insurance, equipment, and business expenses, • Compensation is expected to be hourly and paid for time worked, consistent with non-exempt pay practices, as defined in the Independent Contractor Agreement, • No eligibility for employee benefits, paid time off, or overtime premiums, • Engagement scope, compensation, invoicing, and termination terms will be defined in a separate Independent Contractor Agreement Equal Opportunity Statement La Brigade de Buyer, Inc. engages independent contractors without regard to race, color, religion, sex, national origin, age, disability, or any other protected status. Flexible work from home options available.