Company description

OUR MISSION IS TO BRIDGE ANCIENT REMEDIES TO THE MODERN WORLD

indigenous medicine | ancient traditions | botanical treasures

ANCIENT WISDOM

Job description

Wholesale Customer Service Lead & Administrative Assistant

Job Summary:

Anima Mundi Apothecary (www.animamundiherbals.com) is actively searching for a dynamic and experienced Wholesale Customer Service Lead to take charge of our wholesale customer service operations. As the key point of contact in the wholesale inbox, the Wholesale Customer Service Lead will play a pivotal role in ensuring exceptional service delivery to our esteemed wholesale clients. This encompasses resolving escalated issues, streamlining processes, and ultimately elevating customer satisfaction. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a deep understanding of both wholesale operations and customer service principles.

Responsibilities:

• Customer Service Excellence: Support and lead within the wholesale customer service team to deliver outstanding support, maintaining a high standard of service in line with established policies, procedures, and customer expectations. Ensure consistent service delivery by following wholesale customer service policies, procedures, and standards.
  
• Problem Solver: Address and resolve escalated customer inquiries and complaints promptly and effectively, ensuring a swift resolution to maintain customer satisfaction and loyalty.
  
• Process Optimization: Identify opportunities for process improvements within wholesale customer service operations, collaborating with senior management to implement changes aimed at enhancing efficiency and effectiveness.
  
• Cross-Functional Collaboration: Collaborate closely with fulfillment and accounts teams to address a spectrum of issues, including order tracking, shipment problems, and overseeing credits and working closely with accounts receivable.
  
• Communication: Ensure seamless communication between teams, facilitating coordination and cooperation to meet customer needs and uphold service standards. Report to senior management with daily tasks. Conduct regular performance evaluations, provide feedback, and implement development plans to foster continuous improvement and career growth within the team.
  
• Team Player: Foster a positive and collaborative work environment, promoting teamwork, morale, and employee engagement within the customer service team.

Requirements & Qualifications:

• Ability to work remotely Monday through Friday, 9 am - 5 pm Eastern Standard Time.
  
• Reside in the state of New York with the flexibility to travel to the Brooklyn headquarters as needed (Hybrid position, required to work from Brooklyn Headquarters 1-2 times a week).
  
• Own a reliable working computer.
  
• 1+ years of experience in wholesale or sales type customer service or a similar role, preferably in the herbalism field.
  
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and senior leadership at all levels.
  
• Strong decision-making and problem-solving abilities, with a customer-focused mindset and a commitment to delivering results.
  
• Proficiency in Shopify, Google Suite, and other tools with an ability to learn new technologies, systems, and programs easily.
  
• Ability to multitask and prioritize workload in a changing work environment while maintaining attention to detail and accuracy.
  
• Flexibility to adapt to changing priorities and business needs.
  
• Leadership Skills: Demonstrated ability to lead and motivate a team, fostering a positive and collaborative work environment.
  
• Industry Knowledge: A deep understanding of wholesale operations and customer service principles, with a preference for 1 year or more of experience in the herbalism or wellness field.
  
• Problem-Solving: Strong decision-making and problem-solving abilities, with a customer-focused mindset and a commitment to delivering results.
  
• Technical Proficiency: Proficiency in tools such as Shopify, Google Suite, and other relevant systems, with an ability to quickly adapt to new technologies.
  
• Flexibility: Ability to multitask and prioritize workload in a dynamic work environment while maintaining attention to detail and accuracy.
  
• Certifications: Certification in customer service management or related fields is a plus. Certification as an herbalist is also a plus, with required experience in herbalism or wellness.
  
• Language Skills: Fluent in English; Spanish proficiency is a plus.

This role goes beyond managing customer inquiries; it demands a strategic and collaborative approach to address various aspects, including order tracking, shipment issues, and accounting/credits oversight. The Wholesale Customer Service Lead will be instrumental in maintaining and enhancing our commitment to exceptional customer service in the wholesale domain.

Compensation + Benefits

• Pay starts at $20-24/hr for the first 2 weeks while training. Upon successful completion of training, pay is potentially increased up to $28/hr, with regular opportunities for raises, bonuses and commissions.
  
• Paid 45-minute break that can be split into 15-minute increments if needed throughout the shift.
  
• 7 days PTO available after 3 months of employment.
  
• 401K available after 3 months of employment, only if in the state of CA or NY.
  
• Per NY state law, you are eligible for an additional 40 hours of sick leave, available starting 2 months after your start date.

Compensation

this position is: hourly, $20/hr +

Location

job can be done remotely

Application instructions

Deadline

no deadline