Sales and CX Service Specialist

Sales and Customer Service Specialist Who We Are WAYB never stops raising the bar on family products that are safer, healthier, and responsibly made. With thoughtful design and materials, we reinvent on-the-go gear to be better for families and the planet - way better. We carry out this mission by supporting and celebrating our people, from those who sew, to those who sell, and everyone in between. As one of Inc. Magazine’s Best Workplaces of 2022, we’re looking to add a new member to our growing family – join us! What You’ll Do Reporting to the Director of Sales, you’ll help deliver a superior customer service experience and operational excellence for both wholesale and DTC and bring the WAYB brand to life for our customers. Duties include, but are not limited to:

• Act as the voice of the brand on the front lines with DTC and Wholesale customers.
• Answer incoming customer emails and calls regarding shipping/billing issues, product problems, service questions, and general client concerns.
• Ensure accurate and timely order processing, from order intake to delivery.
• Resolve customer inquiries accurately and timely
• Provide day-to-day support to the sales team on sales processes, tools, and order fulfillment.
• Develop and document standardized sales procedures and best practices.
• Act as a liaison between the sales team, and the operations and fulfillment teams.
• Identify and implement process improvements to increase sales efficiency and effectiveness.
• Deliver best in-class customer service through current and future CX communication tools, for example: email, social media, live chat/video/phone and Amazon
• Document and summarize customer feedback for the internal team
• Monitor and report on order fulfillment KPIs, such as order cycle time and accuracy.
• Become CPST certified and well-versed on WAYB products to safely and effectively educate, train, and troubleshoot car seat installation with customers
• Conduct live video car seat installation training with customers and influencers, as needed
• Maintain accurate and up-to-date documentation of sales processes and order fulfillment procedures.
• Support Sales Director on executing process and system optimizations

Who You Are

• You have high EQ, with the ability to communicate effectively & elevate the customer experience
• Excellent verbal and written communication skills are essential for interacting with customers and building relationships
• Excellent analytical and problem-solving skills.
• Proficiency in data analysis and reporting tools.
• You have a passion for family adventure/travel and child safety products
• You’re a collaborative team player with a roll up your sleeves, can-do attitude
• You’re hard-working with a "no task is too small" mentality
• You have strong diplomatic skills, able to calmly defuse tense situations and stay on-message
• You thrive in a fast-paced, dynamic start-up environment
• You’re mission-driven and ready to be part of a company that’s working to put people and planet first

What You’ll Need

• U.S Citizenship or authorization to work in the U.S. without sponsorship (required)
• Minimum three years experience in B2B or B2C customer service or sales operations
• Willingness to provide a live writing sample during interview process (required)
• Experience using brand guidelines to deliver appropriate CX communications
• CX software (Gorgias preferred) and social media messaging proficiency
• Experience with ecommerce systems (Shopify preferred)
• Experience with national retailers (Amazon, Target, Nordstrom etc) is a plus
• Strong understanding of Google Docs and/or MS Office
• Undergraduate degree (preferred)
• Consumer goods experience (preferred)

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