Company description

At Masienda, we’re on a mission to connect more people to the culinary and cultural richness of the Mexican kitchen. 

Through sustainable supply chains, a seamless e-commerce experience, and inspiring digital content, we are redefining what it means to be a Latin food brand in the 21st century.

Job description

The Customer Support Specialist will work within the operations department to offer best-in-class customer support and hospitality to our clients.

This position will obtain a thorough understanding of our operations, supply chain, retail offerings, and e-commerce, acting internally as the voice of the customer to department leads. 

The ideal candidate demonstrates:

• Strong written and verbal communication, in both English and Spanish
• Warmth, hospitality, and empathy
• Comfort in operating across multiple SaaS platforms including Shopify, Gorgias, Faire, Loop, and order management systems
• Independent problem solving with an innate curiosity that drives every decision
• Strong organizational skills, with the ability to independently connect the dots
• Flexibility in a fast paced environment
• 1-2 years customer support or operational experience, preferably for a DTC or CPG brand

Key responsibilities:

• Communicate with clients regarding inbound inquiries in a confident, hospitable, and timely manner.
• Act as an air traffic controller for inbound communications, ensuring the appropriate team members are looped in or updated.
• Investigate and resolve e-commerce order issues according to brand standards.
• Communicate with 3PL regarding misships and delayed orders, opening tickets where appropriate.
• Collaborate with the brand team on customer support questions and keeping our internal FAQs document updated and relevant.
• Track order returns via Loop to ensure timely processing.
• Submit new orders for misc internal requests and wholesale-for-retail orders.
• Track and communicate QC issues to relevant department leads. 

This position is remote. Working hours are between 8:30 am and 5:30 pm daily, M-F. We ask that applicants are available to work between Eastern and Pacific time. 

 

Compensation

this position is: hourly, varies DOE, $24.00 - $28.00

Location

job can be done remotely

Application instructions

Deadline

November 23, 2024