Customer Success Specialist

Whitebox, a rapidly-growing Baltimore area eCommerce company, is looking for a Client Success Specialist. The Client Success Specialist provides support to Whitebox clients and the customers of our supported brands. This role serves as a first support point-of-contact, via email, live chat, and phone, and works to ensure that all concerns are quickly and efficiently addressed. Those in this role also monitor and manage all eCommerce marketplaces for account health, customer feedback, and key performance metrics.
Qualifications• Excellent written communication skills• Excellent verbal communication skills, especially via phone• Excellent time and self-management skills• Proficiency in navigating and using online dashboards and databases• Adaptability, flexibility, and comfort with change in a fast-paced environment• No prior logistics/warehousing experience needed• High School diploma or equivalent required• Some weekend and holiday coverage required
Responsibilities• The Client Success Specialist provides support to Whitebox clients and the customers of our supported brands• This role serves as a first support point-of-contact, via email, live chat, and phone, and works to ensure that all concerns are quickly and efficiently addressed• Those in this role also monitor and manage all eCommerce marketplaces for account health, customer feedback, and key performance metrics• Provide prompt, wildly customer-centric communication via email, live chat, and phone• Manage marketplace (Amazon, Walmart, Shopify, WooCommerce, BigCommerce) customer feedback, customer messaging, and performance metrics• Assist customers in making order adjustments, cancellations, and refunds• Triage messages from customers and clients to the appropriate department/person• Work with Operations & Client Success Team members to quickly and effectively solve problems for our partners & their customers
Benefits:
At Whitebox, we strive to foster a diverse and inclusive workplace that pulls together talent from different backgrounds. Together, these experiences inspire our curiosity for innovation. Our employees embody the entrepreneurial spirit that drives Whitebox to explore new and better ways of doing business. We offer competitive salaries commensurate with experience, rich benefit offerings, 401(k), parental leave, unlimited PTO, volunteer time off (VTO), and a great working environment.
Whitebox is committed to a diverse and inclusive workplace. Whitebox is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.