Customer Care Sales Associate

Description

SUMMARY: The Customer Care Sales Associate will be responsible for providing an excellent customer sales experience to The Family of Silver Oak customers in line with company culture, while maintaining a primary focus on revenue growth initiatives and growing the Corporate Customer Direct to Consumer channel.  

Key Responsibilities:

Program Organization

• Takes ownership for the development, implementation and execution of The Family of Silver Oak’s corporate sales program. Will collaborate with Director, Membership, Customer Care & Fulfillment and Customer Care Supervisor for approval of corporate sales program, including documented SOP’s and measurable goals.
• Corporate sales program will include:
• Define Goals & Objectives
• Identify Target Segments
• Build the Offer (Pitch)
• Identify Outreach Channels and collateral needed for each channel
• Prepare training resources to share with colleagues
• Execute on the plan

· Track Kpis

• Build and maintain strong relationships with prospective customers, nurturing them through the sales process and converting them to loyal customers.
• Utilize the Oak Society program to incentivize and reward customers and potential customers.
• Support the development of incentives for top tier corporate customers.
• Collaborate with Marketing to schedule, develop and proof all collateral materials needed for all outreach channels
• Work closely with the Special Events team to create memorable experiences by offering unique and personalized gifting options for these groups.

Customer Care

• Participate in all aspects of Customer Care as necessary or requested. To include:
• Processes customer orders received daily via phone or email in the order processing system.
• Monitor and respond to Customer Care inbox and voicemail daily and/or forward inquiries to colleagues as appropriate.
• Capture and process orders daily in the order processing system.
• Responds to Live Chat activity as needed.
• Respond to SMS messages as needed.
• Assists customers with shipping re-routes, address corrections or recalls in coordination with Fed-Ex or UPS for accurate delivery of orders.
• Processes replacement orders when necessary.
• Process damage claims.
• Daily update of Estimated Ship Date
• Daily upload of tracking numbers.
• Support Marketing initiatives with email testing.
• Assist customers with shipping to multiple addresses.
• Assists in managing Etching summary spreadsheet.
• Provide etching support via Adobe Illustrator to create artwork proofs as necessary
• Provide support with processing Donation and Promotional orders as needed.
• Assist with OVID customer care needs when necessary or requested.
• Provides support to fellow team members with retail and shipping orders.
• Maintains open and clear communication with the Fulfillment Team.
• Performs other duties as needed or as assigned.

Membership

· Assist Member Specialist with voicemail and emails as needed. 

Qualifications:

• Minimum of 2 years’ experience in outbound sales or business development.
• Solid understanding of the sales process, including prospecting, qualifying, pitching and closing.
• Knowledge and/or experience in corporate structure and hierarchy.
• Acute attention to detail.
• Must have strong computer skills (Microsoft Office, CRM, Shopify, TOCK, FedEx, Excel.
• Adobe Illustrator experience a plus.
• Strong sense of responsibility to customer service.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Ability to work with minimal supervision.
• Commitment to excellence and high standards.
• Excellent written and oral communication skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Strong interpersonal skills.
• Ability to understand and follow written and verbal instructions.
• Must be able to speak, read, write, and understand the primary language used in the workplace.

Requirements

Physical/Mental Requirements:

While performing the duties of this job, the employee is frequently required to do the following:

• Perform multiple tasks simultaneously.
• Ability to work under tight deadlines.
• Sit or stand for prolonged periods of time.
• Able to concentrate in a noisy environment with lots of distractions.
• Ability to work mandatory overtime including evenings and weekends based on business needs, specifically during Holiday campaigns.
• Able to lift 40lbs.

Work Environment:

• Busy and distractive open office atmosphere.
• Exposure to a warehouse where temperatures are cool and noise level can be moderate to high.

The above reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.