Customer Service Associate

Customer Service

Basic Function:

Provide professional customer service support to the company’s customers and staff.

Scope of Work:

· Primarily, manage orders and messaging from b2b platforms (Faire.com, etc.).

· Secondly, manage orders from reps and provide support as needed.

· Generally, assist with orders from other routine channels (shows, web, etc).

· Assist customers calling to place orders and with customer service issues.

· Assist with receiving shipments and fulfilling orders in the warehouse as needed.

Other Duties as Assigned

· At certain times all staff may be asked to perform tasks outside of their basic job description.

Principal Accountabilities

· Processing customer orders in coordination w/ other staff.

· Assisting with warehouse fulfillment.

Principal Interactions:

· Sales and Customer Service staff

Reports to:

· Office Administrator

Appropriate Skills:

· Computer and typing literacy and proficiency in MS Excel and Word.

· Good interpersonal and communication skills to build rapport with customers and staff.

· Effective writing, organization and follow through with strong attention to detail.

· Ability to work independently and cooperatively in a team environment.

· Capability to learn new skills and absorb new information quickly.

· Accepting of feedback, constructive criticism and coaching.

· Passion and committed to your work. Positive attitude a must.

Appropriate and Desired Experience:

· History of work experience in all areas of the job description.

General Information About dZi Inc. (dba dZi Handmade)

dZi is dedicated to enhancing the lives of the artisans and communities who we work with in Nepal and India through the development and marketing of their craft traditions. As a founding member of the Fair Trade Federation, we strive to uphold and improve on those commitments, as well as to provide high quality products and customer service to our customers.

As a trade-only wholesale company, dZi designs, imports, warehouses and fulfills its products to retailers throughout North America. The Company markets via annual mailings of its trade catalog, participation in trade-only national gift shows, through a network of trade reps and distributors, and via a robust ecommerce website and bi-weekly e-mailings.

dZi uses an in-house, server-based, integrated management system called Acctivate for inventory and customer service management in conjunction with Quickbooks for accounting. The company currently uses Magento as its ecommerce platform and MarketTime for trade show order taking purposes.

The Company is committed to providing a positive work environment for its employees and seeks people who exhibit a passion, commitment and positive attitude towards their work and other team members.

Employment and General Benefits

The Company has both part time and full time hourly and salaried positions. Holiday and personal days are allotted based on time with the company. Enrollment in the Company’s HMO health care plan is open to full time employees after a 3-month probationary period. Other benefits and policies are outlined in the company’s Employee Manual.

Warehouse/Office Location and Hours of Operation
The dZi office and warehouse is located in an old mill building in Easthampton, MA. Routine business hours are from 9 a.m. to 5:30 p.m., Monday - Friday.

Job Types: Full-time, Part-time

Pay: $18.00 - $20.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
All employees are currently required to wear a mask while working in areas where contact with other employees is likely.

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location