Customer Experience Specialist

💐About Us:

FreshCut Paper was created by renowned designer Peter Hewitt in 2020. Our life-sized pop-up floral bouquets consist of whimsical and breathtaking blooms that are wilt-proof and crafted to last a lifetime. Our paper sculptures are affordable, environmental, artful, and lasting. We are poised to take a bite out of the $8 billion fresh cut flower industry and the $6 billion greeting card market. Our product is a compelling, contemporary, alternative way to send flowers and yes they are beautiful.  

Beyond having a fraction of the carbon footprint of imported flowers, we plant a tree for every bouquet sold, and partner with 1% for the Planet, an organization and global movement that tirelessly works to tackle our planet’s most pressing environmental issues.

💻The Opportunity:

We are seeking a proactive and adaptable individual to join our team as a Customer Experience Specialist, focusing on wholesale with a secondary focus on supporting our e-commerce operations during peak periods or as needed. In this role, you will be the face of our company, interacting with customers to address inquiries, resolve issues, and ensure their overall satisfaction for both channels. Your role will involve effective communication, problem-solving, and collaboration with internal teams to meet customer needs and maintain high levels of satisfaction. This full-time position is based in Concord, MA and can become a hybrid position after training is completed.

What you will be doing:

• Answer customer inquiries and support requests via email, live chat, and phone, providing timely and helpful assistance

• Process and edit orders in NetSuite accurately and efficiently, ensuring alignment with customer requirements and company policies.
• Provide assistance with any order issues that arise for both channels, such as discrepancies, delivery status update, replacements/refunds and other challenges that may arise during the order fulfillment process. Take ownership of problems and see them through to resolution.

• Contact customers as necessary to clarify order details
• Assist e-commerce team during peak times or as needed, including order processing in Shopify & customer inquiries

• Assist with Accounts Receivable needs

• Perform reasonably related duties as assigned

Requirements

• 3+ years of customer service experience in retail, ecommerce or hospitality environment
• Strong technical skills including familiarity with ERP software and ecommerce platforms 
• Self-starter who can operate well in a collaborative team environment, adapt to changing needs and tackle new challenges daily
• Ability to multitask to meet pressing deadlines with a high attention to detail
• Excellent verbal and written communication skills
• Passion for the brand and product
• Familiarity with with NetSuite and Shopify a plus
• Flexibility and agility to handle the competing priorities of a fast growing company
• Curiosity and pursue lifelong learning