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Customer Service Associate

About Heath

What began as a historic pottery in 1948, has evolved into a collection of businesses anchored in designing and making products, spaces, and experiences of exceptional beauty and uncompromising integrity. We are a manufacturer, led by design and sustainable business practices. We have a very diverse workplace of 200 employees that encompasses manufacturing, retail, design, communications, digital, and administrative functions. Our original Sausalito location houses our dinnerware factory and showroom. Heath San Francisco houses our tile factory, along with a showroom, and clay studio; our SF Ferry Building location is a small, but mighty, showroom; and Heath LA, a showroom and clay studio. Learn more about our company, at heathceramics.com.

 

Position Summary

As a Customer Service Associate, you'll be responsible for helping customers via email, phone, live chat, and our website. Reporting to the Customer Service Manager, this role works closely with four other team members to provide outstanding customer service company-wide, in collaboration with other departments. Though patient and diligent problem solving is a big part of the job, there are also daily opportunities to engage with customers who are passionate about dinnerware, home decor, or event registries, acting as a consultant to guide them to the best Heath products for their needs.

 

Responsibilities 

  • Responsible for day-to-day customer service related tasks via phone, email, and live chat
  • Prompt responses to all inquiries, following our emphasis on great service and support that brings questions or issues to a gratifying conclusion
  • Optimize profitability by minimizing returns and cancellation rates, demonstrating exceptional customer service skills, product knowledge, and follow-through
  • Work closely with fulfillment, shipping, and merchandise teams to ensure an excellent customer experience

 

Ecommerce Specific Responsibilities 

  • Ensure that all elements of the online customer service experience are optimized based on direct customer input, analysis, and after-sales communications
  • Stay up to date with updates to the website’s product and content offerings to better provide assistance to customer inquiries
  • Troubleshoot to bring effective resolution to any website issues by working with the web team

 

Systems and Inventory Responsibilities

  • Stay in regular communication with customers on order progress
  • Track orders in SAP and Shopify, and resolve customer issues related to billing/refunds
  • Ensure regular and timely release of orders and follow up with production and warehouse to ensure fulfillment
  • Monitor backorders and ensure customers are notified on their product status in a timely manner
  • Ensure stock availability and react swiftly to managing out of stock products and lines

 

Qualifications

  • Excellent communicator who is solution-oriented, warm, patient, and genuine
  • Aptitude for problem-solving, process improvements, and cross-functional collaboration
  • Minimum five years experience working in Customer Service, ideally in support of an eCommerce operation
  • Systems savvy and able to learn new platforms and processes quickly; familiarity with online ticketing systems such as Freshdesk or Zendesk preferred, experience with Shopify and SAP a bonus
  • Experience and comfort level answering a high volume of phone calls and emails, while also handling live chat
  • Excellent spelling and grammar is required for email and live chat communications
  • Retail and consumer goods experience a must, dinnerware and tabletop preferred
  • Able to work independently and take responsibility for issues from start to finish

     

Work Environment/ Hours / Compensation

This position is a full-time, exempt role that will begin as a work-from-home role. This role will transition into an onsite role once our offices in San Francisco reopen in 2021 (the date is currently TBD). This position pays $60,000 to $67,000 annually, based on experience. This role reports to the Customer Service Manager. 

 

Benefits

We are committed to your health and well-being. Heath offers a comprehensive benefits package for full-time employees that includes a choice of medical plan, dental, vision, and life and works very hard to keep employee costs low for excellent coverage. We do not require an employee contribution for individual premiums, and we pick up a large portion of the costs for dependent coverage. A generous 401(k) match annually. Our Employee Stock Ownership Plan provides an additional retirement benefit linked to the long-term performance of our company. We offer a generous time off allocation, paid family leave, and of course a healthy discount on all Heath Ceramics products.

 

Proud Equal Opportunity Employer

At Heath, we don’t just accept differences — we celebrate it, we support it. Heath is proud to be an equal opportunity workplace. Our goal is to be a diverse workforce at all job levels. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, transgender status, age, marital status, veteran status, or disability status.

 

How to Apply

If you would like to be considered for this role please send your resume and cover letter that speaks directly to the position’s requirements. Heath Ceramics is an equal opportunity employer. Thank you for your interest!

 

 

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