Customer Experience Representative

Fellow is looking for a positive, thoughtful, and quick-thinking Customer Experience Representative to support our company growth and the use of our coffee tools out in the wild.

This is a full-time position (40 hours/week) available remotely anywhere.

Customers have questions; you will have answers. Your job will be to respond to inquiries in a timely manner and be a voice for our fast-growing customer base as we develop new products and refine the ones we have.

Fellowproducts.com is the epicenter of the Fellow brand, and our customers are both domestic and international. Customers can also come from our Amazon store and wholesale distributors.

You’ll help ensure a positive and frictionless relationship with our closest customers through the following areas:

Customer Service

• Field all inbound customer service emails and questions through Zendesk.
• Answer questions such as:
  • Where is our stainless steel from?
  • How do I brew pour-over?
  • When is my order arriving?

Order Logistics and Fulfillment

• Serve as one of our key points of contact with our fulfillment warehouses around the world.
• Help ensure the timely delivery of orders.
• Provide support when needed to ensure our customers are taken care of.

Product Expert

• Become intimately familiar with our current and future product line.
• Answer specific product questions.
• Help customers find the best product for their home or business.

Responsibilities

A typical shift could look as follows:

• Meet both team and individual SLA/KPI metrics daily by answering customer emails and chats via Zendesk.
• Handle a variety of inquiries, including:
  • Product issues
  • General inquiries
  • Frequently asked questions
  • Order-related inquiries
  • Coffee-related questions

About You

• You’re thoughtful, efficient, creative, and love helping people.
• You’re an excellent communicator in both written and verbal communication.
• You’re proactive about finding and fixing issues.
• You have experience efficiently troubleshooting complicated products through email and chat while communicating with a wide range of customer types.
• You’re patient, understanding, and respectful of our customers’ time.
• You can quickly discern issues and get our customers back up and running efficiently.
• You’re comfortable working in an ever-changing environment and can pivot quickly.
• Lastly, you’re fun and friendly but know when to get down to business. We have some great coffee-related jokes for you.

Requirements

• 3+ years of remote experience in eCommerce customer service and/or a service center troubleshooting products.
• High proficiency with computers and online tools such as Zendesk, Shopify, and G Suite.
• Experience handling complicated customer inquiries involving product knowledge and troubleshooting via email and live chat.
• Excellent writing and overall communication skills.
• Ability to work occasional overtime during high-volume periods.
• An appreciation for specialty coffee and coffee products is a nice bonus, but not required.
• Wholesale customer service experience is a plus.
• Bilingual is a plus.