Customer Service Specialist

As a customer service specialist at Sofar, you will be the crucial voice and first line of communication per our customers, providing top-tier support and overall customer delight, from early order management to final shipment. The ideal candidate would be thoughtful, personable, patient, passionate and can handle urgent and chaotic support escalations as they arise.

This role will work 5 days/week from our Pier 28 location and report to our Head of Manufacturing & Supply Chain. You will work closely with Production, Engineering, and Sales teams.

• Respond to, triage, and resolve customer support calls, tickets and emails
• Work directly with Sales and Supply Chain to manage support issues and create efficient processes and successful outcomes.
• Answer and/or direct various customer inquiries, not limited to order status and deliveries but also the item status, quality related issues, returns/RMA’s, logistics, import/export requirements and documentations, etc, as they arise and ensure that all customer questions and inquiries are responded to in a timely manner
• Provide full traceability per RMA’s, generating appropriate analytics and reporting
• Analyze in-coming orders for accuracy, validity and delivery information
• Monitor backlog for on-time delivery, expedite with Ops/Sales/Suppliers as needed and notify the customers of changes in order status in a timely manner
• Provide status on all pending orders, production issues, etc. to internal and external teams
• Track shipment progress and support logistics needs as necessary
• Interface with Sales, Finance, Engineering, Operations and Manufacturing to resolve various customer issues, on a daily basis
• Communicate effectively with customers and internal organizations both verbally and in writing
• Understand and explain billing processes and procedures
• Collaborate effectively within the Customer Service team plus the Technical Support staff, Sales, and members of other departments to ensure a positive customer experience
• Support shipping activities as needed, including preparing shipment documentation, Fed-Ex/UPS type transportation methods/routes, BOL’s, packing slips and liaison with customs brokers

• Bachelors in accounting/finance/business management/supply chain preferred
• A minimum of 1 years’ experience in a fast-paced start-up environment, comfortable with wearing multiple hats at once, and a keen understanding of urgency and timing
• Knowledge and direct experience (1-2 years) in customer service, preferably in a manufacturing environment
• Excellent customer service skills and attitude, passionate about providing customer delight
• Ability to proactively learn and thoroughly understand our product offerings and pricing
• Flexibility to accept new responsibilities and grow with the company
• High proficiency in Excel/Google Docs, Slack, etc., with good knowledge in ERP systems and E-commerce platforms
• Strong communication and relationship building skills
• Fast-thinking, collaborative and able to communicate clearly
• Ability to talk through difficult issues with colleagues and make decisions based on evidence and argument, not ego or title
• Comfortable and able to operate successfully in ambiguous and rapidly changing growth environments
• Trustworthy and credible; strong integrity
• You have a deep passion for the Ocean

• Experience and knowledge in supply chain, shipping/logistics and inventory management
• Internal sales experience
• Experience with Shopify and Shipstation