Customer Service Specialist

Job Type Full-time Description Customer Service Specialist Mur-chol- uh -jee | The science of company merch; the skill of creating and delivering custom-branded apparel and corporate gifts around the world. Merchology is a leading eCommerce retailer in B2B sales of co-branded merchandise including apparel, headwear, drinkware, gifts, and accessories.

We are family-owned, people-powered, and we are adding to our MerchFam at our facility Plymouth. Come see why we are a three-time Star Tribune Top Workplaces award winner Merchology is seeking a Customer Service Specialist to join our team, reporting directly to the Customer Service Supervisor. This critical role involves post-sale customer service, including handling inquiries, managing order issues, and ensuring prompt and effective communication with customers.

The ideal candidate will possess strong communication skills, a collaborative demeanor, and the ability to resolve customer escalations. A successful Customer Service Specialist will: Handle customer inquiries via phone, email, and chat, utilizing problem-solving skills to meet customer needs.

Initiate outbound calls and ensure prompt response to voicemails left by customers. Assist with answering new ticket questions including status updates, rush order requests, proof approvals, logo edits, and any order issues during production, transit, or after delivery. Manage and promptly address incoming emails, Slack chats, or internal tags.

Provide accurate, valid, and complete information by using the right methods/tools. Build sustainable relationships and trust with customers through open and interactive communication. Collaborate with team members to improve customer service processes.

Keep up to date with product knowledge and customer service best practices. Efficiently handle customer complaints and escalations, provide appropriate solutions and alternatives, and follow up to ensure complete resolution. Additional projects or duties as assigned.

Requirements High school diploma or GED required; associate or bachelor's degree preferred One or more years of customer service experience in retail, restaurant, sales, or office environment Friendly and team-oriented attitude to Win as a Team Microsoft Office Suite proficiency HubSpot or CRM knowledge a plus Efficient and detail-oriented Ability to type 45 WPM WHAT WE OFFER In addition to an outstanding creative culture, authentically nice people, and interesting work, we have: Generous PTO (18 days per year) 7 company-paid holidays Hybrid work schedule 40 hours of paid volunteer time 401k with match Medical and dental insurance options, FSA, and HSA Company-paid life insurance Company-sponsored social events Premium brand partner discounts Employee-led Committees in Social Events, Wellness, DE&I and Giveback LOCATION 3000 Niagara Lane North, Plymouth, MN 55447 Remote hybrid role: Three days onsite, two days remote following training INDUSTRY Business to Business eCommerce and Apparel Merchology is an equal opportunity employer and certified Disability-owned Business Enterprise.

We celebrate diversity and are committed to a workplace where personal and professional growth are achieved through inclusion. If you require disability resources to submit your application, please email jobsmerchology.com for assistance.