Customer Experience Assistant

ABOUT BOXFOX BOXFOX is an e-commerce gift box company based in Los Angeles. We help create stronger relationships through elevated and personal gifts ranging from birthdays to corporate conferences. With BOXFOX, gifters can send a perfectly curated gift box with the click of a button— never losing the value of a personal touch. We pride ourselves on the exciting, inclusive, and fast-paced culture we’ve created. 

ABOUT POSITION The Customer Experience Assistant is a pivotal member of our B2C team. The ideal candidate possesses a strong work ethic, attention to detail, the ability to meet deadlines and a commitment to customer service. This person has mastered the ability to quickly and effectively solve customer issues, questions or concerns while keeping every interaction as human and real as possible. The Customer Experience Assistant is expected to understand the basic aspects of production and adhere to strict safety, quality, and service standards. Additional responsibilities include overseeing ‘Buy Online, Pickup In Store’ orders, mastering personalization software & equipment, and fulfillment duties such as order processing, picking, and packing. This role reports to and is managed by the B2C Fulfillment Manager.

CUSTOMER EXPERIENCE

• Respond to customer inquiries quickly and efficiently, maintaining helpful, concise, and positive responses in-line with our greater brand identity
• Diagnose and assist with complex or escalated customer issues
• Manage customer outreach communication including, but not limited to, invalid address notifications and oversold product substitutions
• Understand and utilize software including but not limited to Gmail, Shopify, Shipstation, Yatpo, and Slack to assist with customer inquiry resolution
• Contribute to weekly team meetings with hands-on, effective updates including any relevant feedback from customers, both positive and negative
• Management and processing of all returned orders within a timely manner
• Communicate with internal teams (ie: fulfillment, buying, merchandising, marketing) to ensure customer specifications are understood on orders and to anticipate any customer feedback
• Manage any other projects and tasks related to the Customer Experience department including but not limited to FAQ updates, assistance with shipping calendars, and automatic email responses

WAREHOUSE / FULFILLMENT SUPPORT

• Assist with on the ground fulfillment needs such as order processing, shipping label printing, notewriting, bundling new orders, picking product, packing shipping orders
• Support with prep work including but not limited to: cutting ribbon, filling boxes with crinkle paper,
• resetting packing tables, finishing raw manufactured product, restocking inventory (raw & packaged)

BUY ONLINE, PICKUP IN STORE (BOPIS)

• Attend to all customers on-site for pickup, including prep for efficient pickup whether that’s bagged,
• Maintain a tidy, clean, and well-merchandised BOPIS storefront

PERSONALIZATION DUTIES

• Master personalization software & equipment use to add personalization to B2C products for order fulfillment - current equipment includes Brother Embroidery machinery
• Manage the order flow after picking and once orders are complete
• Maintain a tidy, clean, and effective workspace

GENERAL

• Be a proactive team player who thrives in a goal-oriented, fast-paced entrepreneurial environment
• Detail-oriented, great follow-up, results-driven professional with outstanding communication skills; both internally to team and externally to customers
• Ability to juggle competing priorities & demands
• Comply with company policies, procedures, and standards of ethics/integrity
• Ensure that a clean and organized work area is maintained

ABOUT YOU 

• 1-2 years of professional work experience
• B.A. from 4-year university preferred but not required
• Solid knowledge of Google Suite specifically Gmail; Shipstation and Shopify a plus
• Must have excellent punctuality, attendance, and reliability
• Ability to stand for 4 hours a day as needed
• Bilingual in English/Spanish a plus
• Must be able to lift and/or move objects 10-30 lbs
• Must have nice handwriting

PERKS & PAY 

• The range for this role is $16.50 - $19 / hr, commensurate of experience and capabilities 
• Paid time off and paid holidays, sick time
• Medical, dental, and vision insurance
• Employee discounts on gifts and a la carte product 
• Amazing culture: friendly team members, happy hours, dog-friendly office, philanthropic 
• opportunities, spirit activities, and an encouragement of self education 

APPLY 

• To apply, please email your resume (PDF) and a bit about yourself/why you’d be a fit (or a cover letter) to hireme@shopboxfox.com with subject: “Customer Experience Assistant” or through LinkedIn.