Senior Customer Success Specialist

Company and Job Overview
We are seeking a dedicated and proactive Senior Customer Success Specialist to join our team. This role will primarily focus on managing customer inquiries, issues, and requests related to shipped-out and online orders for our US and UK markets. The ideal candidate will have strong communication skills, attention to detail, and a customer-centric attitude to ensure a seamless experience for our clients from order placement to delivery.

Job Responsibilities

          Order Management:

• Handle customer inquiries related to online and shipped-out orders, including checking address, shipping payment, tracking, order status, shipping status, shipping delays, and returns.

• Process order adjustments or cancellations, when applicable, and ensure timely communication with customers regarding changes.

• Assist customers in the US and UK markets by providing clear and accurate information regarding product availability, order status, and shipping policies.

  Issue Resolution:

• Address customer concerns or complaints related to damaged, missing, or delayed shipments.

• Work closely with the warehouse and logistics teams to resolve shipping issues quickly and efficiently.

• Provide solutions to customer inquiries, ensuring that all interactions are positive and aligned with company policies.

  Customer Communication:

• Respond to customer inquiries in a professional and friendly manner.

• Maintain a high level of customer satisfaction by ensuring timely responses and proactive updates on order status and issues.

  System Management:

• Update and maintain accurate customer information, order details, and issue logs in the order management systems.

• Ensure the informationn is up-to-date with the most recent order status and customer communications.

  Collaboration:

• Collaborate with the sales and warehouses to ensure a smooth order process and identify areas for improvement.

• Provide feedback to the team on common customer concerns or challenges to help improve product offerings and processes.

  Returns & Exchanges:

• Coordinate with sales team to manage return and exchange requests, ensuring customers are guided through the process and that all necessary information is provided.

• Work with the warehouses to ensure the timely processing of returned products.

   

Job Requirements

• 5 years or more experience in customer service

• Have experience working with US, UK or Europe based companies.

• Proven experience in customer service, preferably in an e-commerce or retail environment

• Familiarity with order management systems, CRM tools, and customer service software is a plus

• Excellent English language – verbal and written

• Excellent written and verbal communication skills, with a strong focus on customer empathy

• Ability to handle multiple customer inquiries simultaneously while maintaining attention to detail. 

• Strong problem-solving abilities and ability to manage difficult situations with professionalism.

• Strong time management and organizational skills, with the ability to prioritize tasks effectively.

• Positive, team-oriented attitude and a willingness to collaborate across departments.

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