OPEN POSITIONS AT CRAIGHILL:

To apply, please submit a resume, and a cover letter containing the following information to jobs@craighill.co

  • 2 professional references
  • Salary request
  • Describe the tools you use to stay organized

Customer Support Specialist

Position Description  

Every customer inquiry—even the ones borne out of frustration—offers an opportunity to forge a more meaningful connection. Whether we’re responding to a technical question regarding materials, helping a customer locate a missing package, or fielding suggestions for new product ideas, the customer support inbox is the interface between our company and the people who give it life.

Craighill is seeking a curious, organized, and empathetic person who is interested in engendering curiosity and enthusiasm for the nature of how things are made. This is achieved in large part by providing customers the information they need to make informed decisions, addressing specific problems or frustrations, or simply connecting with inquisitive people in order to cultivate our culture and community. Balancing thorough product knowledge with an eye toward efficiency, we can demonstrate our core values of ingenuity, empathy, endurance and wonder, and delight our customers with fascinating insights and enthusiastic, expedient assistance.

Responsibilities

Customer Support

  • Utilize the customer support platform Front to organize and prioritize all customer support communications that come to support@craighill.co
  • Answer the phone and direct any non-customer support calls
  • Respond to customer inquiries (email, phone, Amazon Support, and other) within one business day
  • Coordinate any time-sensitive shipments or sample requests in collaboration with Sales Team and Communications & Creative Team
  • Whenever possible, move all customer support inquiries to email to prevent communication lapses and ensure top level service
  • Coordinate returns, exchanges, change of address, and other incidental shipments and order updates before they are packed and shipped
  • Resolve all customer inquiries as informatively and efficiently as possible, with an eye towards highlighting our company values and limiting the number of emails exchanged
  • Document any inquiries that require further actions (exchanges, re-shipping, outside information or input needed) utilizing Asana project management software
  • Identify emergent customer support patterns (example: new product defects), report them to the Head of Operations, and incorporate them into the Front tagging system
  • Update customer support manual and knowledge base, incorporating on-the-job learnings, on a monthly basis
  • Measure and improve customer satisfaction and operational efficiency through monthly KPI reporting on the following metrics in Front:
    • Response Time
    • First Response Time
    • Replies to Resolve
    • Total Resolved
    • Resolution Time
    • Resolved on First Reply
  • Coordinate and assist any in-person customers 
  • Log any escalated customer support expenses in shared spreadsheet, for review during monthly KPI meeting

Wholesale Logistics 

  • Oversee packing and labeling procedures for non-standard orders to ensure we meet vendor requirements and prevent chargebacks
  • Create (in Adobe Illustrator) or order custom barcodes, labels, boxes, or other needs to meet special vendor shipment requirements, and ensure they arrive in advance of when orders will ship
  • Maintain wholesale routing guide library in Dropbox of the different needs of each account that requires special packaging
  • Provide customer support for wholesale accounts: 
    • answering questions
    • resolving product and shipment issues 
    • providing tracking information
  • Record and communicate necessary day-to-day wholesale order information to customers and team members via email and Slack including:
    • tracking numbers
    • delayed shipments
    • split shipments
    • shipments that are awaiting payment
    • inventory shortages
    • defective products 

Drop Ship Management

  • Log in to drop ship portals (SPS, Food52) to print labels and packing slips for drop ship orders on a daily basis
  • Ensure all drop ship packaging requirements and timelines are clearly understood and communicated to fulfillment team and orders are accurately packed and shipped
  • Update inventory portals for all drop ship accounts that fall outside of Quickbooks Commerce system (SPS, Food52)
  • Build orders and invoice drop ship accounts every month for all accounts that fall outside of Quickbooks Commerce System (SPS, Food52)
  • Send all drop ship invoices to our accounting team before the end of each month for reconciling fees and expenses
  • Collaborate with Sales Team to maintain close contact with drop ship accounts, keeping them up to date with discontinuations, low stock, and any other relevant information
  • Existing drop ship accounts include:
    • West Elm
    • Food52
    • J.Crew
    • Verishop
    • Amazon
    • Express
    • Madewell
    • Neiman Marcus
  • Manage Amazon seller portal, responding to all messages within 24 hours, approving returns, processing refunds, and attending to the health of the overall Amazon account
  • Manage Amazon inventory system as it relates to Quickbooks Commerce
  • Plan and execute Amazon FBA shipments for products fulfilled by Amazon

Fulfillment

  • Log in to shipping software (Easyship) to print labels and packing slips for e-comm and wholesale orders as necessary
  • Reference company fulfillment manual in moments of uncertainty
  • Assist with shipment hand-off to UPS, DHL, FedEx, and USPS, communicating directly with drivers when necessary
  • Provide general support as needed to the Fulfillment Team to ensure time-sensitive shipments go out on schedule

Reports To

Head of Brand

Collaborates With

Sales Team

Communications & Creative Team

Workshop & Fulfillment Team

Direct Reports

None

 

Measured Metrics and Review Schedule

Your first review will be 90 days after your start date, then a six-month check-in and a development review annually for the duration of your employment. If the results of a review are unsatisfactory, more frequent reviews may be scheduled to monitor improvements. If assigned improvement goals are not reached, a warning schedule may be implemented including the possibility of termination. During each review, your performance and ability to achieve the following metrics will be evaluated. 

  • Customer inquiries receive a response within one business day
  • Special packaging and shipping requirements are followed for wholesale orders

Estimated Weekly Hours

40 Hours

Classification

This position is full-time, exempt.

Company Overview

Craighill is located in Brooklyn, NY. We are a group of people who believe that beautiful, cleverly designed objects can inspire a sense of wonder and curiosity. Those are feelings that we stay connected to, from a product’s inception, through the process of sourcing it, photographing it, writing about it, and shipping it to its ultimate owner. By staying true to our values, we take small steps toward building a community of people who believe in the world we hope to one day inhabit.

Qualifications

  • Strong written and verbal communication
  • Experience managing calendars and deadlines
  • Excellent organizational and project management skills

Physical Demands

No physical demands required of this position   

Benefits

  • Employer subsidized health insurance
  • Paid Holidays
  • Paid Time Off
  • Sick Leave
  • 60% discount on purchases with Craighill + Wholesale Cost on third party products

Diversity, Equity, and Inclusion

Our core values of empathy, ingenuity, endurance and wonder are central to the work we do. Along with those guiding values, we are also deeply committed to developing a company culture that is centered on inclusivity. We're a white male-led organization currently, but we want to run this company and share power with people who aren't white guys. We believe actively recruiting, hiring, cultivating, and retaining people from a wide diversity of perspectives, identities, and backgrounds is vitally important to our success. We don't want or expect people to mute who they are as their authentic selves in order to try and fit in.