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Customer Engagement Specialist - Boxed Water Is Better - Grand Rapids, MI 

Division Boxed Water is Better  
Position Customer Engagement Specialist - Boxed Water Is Better - Grand Rapids, MI  
Location Boxed Water Is Better - Corporate Office  
Full-Time/Part-Time Full-Time  

About Boxed Water

Boxed Water was the first national company to offer an alternative to plastic bottles. Over our ten year history, we have become the leader in the sustainably-packaged category. We obsess on providing the purest water in the most sustainable manner. Our mission is to remove plastic from the single-use portable water market and help the planet by cleaning beaches and replanting forests. We believe a small change can make a big impact; to-date, we have planted over 790,000 trees and committed to cleaning 3,000 miles of beaches based on consumer response. We believe in a balanced lifestyle, empowering our employees and engendering a creative collaborative work environment.

Position Overview

Boxed Water Is Better is seeking a full-time Customer Engagement Specialist to oversee both consumer and customer engagement intended to satisfy inquires while expanding our ecommerce/wholesale business. They will be responsible for managing inquiries to Boxed Water via phone, email, webstore and social media. The role will need to respond to customer questions, handle/solve complaints as well as actively provide commercial solutions to potential customers while maintaining the company's positive image.

Our ideal candidate is: Self-motivated, looks at things with a positive outlook, likes to problem solve and has an entrepreneurial spirit with a drive to help grow Boxed Water sales. They need to be a good communicator with confident writing skills and digitally savvy. Best of all have a strong desire to learn. This position must be located in Grand Rapids, MI.

Duties and Responsibilities

Customer Engagement

  • Monitor and manage all inbound email & voicemail communications to Boxed Water's hello email & general phone inquiries. Moderate and engage online and social media traffic, sentiment across all platforms. Respond in a timely manner.
  • Drive wholesale applications to closure. Evaluate applications, determine appropriate discount levels, coordinate logistics and develop customer rapport.
  • Develop an internal communication process to guide inquiries to resolution. Analyze current consumer base to identify trends and discover additional opportunities.
  • Maintain a direct line of communication with our fulfillment team to ensure all information is properly shared and nothing falls through the cracks.
  • Collaborate with social media team regarding any customer service related inquiries or marketing opportunities occasionally.
  • Work with Boxed Water webstore order system and customer service management platform; making modifications of orders while also communicating with our logistics/shipping team and other Boxed Water team members.
  • Strong consumer focus; maintain the company's positive image by understanding the target audience's goals and motivations.
  • Lead the customer service needs of Boxed Water with developing best practices and processes that are most effective for the company and beneficial to customer needs.

Sales and Reporting

  • Facilitate special orders, event donations, or bulk orders - with rational price breaks. Exhibit attention to detail in gathering details for order placement.
  • Cultivate new sales opportunities amongst top and prospective customers.
  • Suggest products, subscriptions and repeat order opportunities to customers as the opportunity presents itself in communication with the customer.
  • Ensure special orders shipped and delivered to customers agreed expectation.
  • Provide timely and accurate information to incoming e-commerce order status and product knowledge inquiries. Become an expert in e-commerce order process.
  • Identify opportunities to better retain customers and increase sales. Look for trends and opportunities based on consumer, industry or wholesale trends.
  • Provide monthly reporting through the tracking of trends in email questions and sales inquiries.
  • Attend weekly team meetings in order to stay up to speed on Boxed Water current business and needs.

Education and Experience

  • Bachelor's degree in related field.
  • Three or more years customer service role at a well-established online or wholesale company. One or more years of Customer Relations Management (CRM) or Content Management Systems (CMS) experience.
  • Must be able to quickly learn how to manage online orders. Experience with E-commerce or CMS platforms preferred.
  • Social media experience and awareness (i.e sprouts social) for a Business to Consumer (B2C) company. Experience moderating and engaging online and social media traffic a plus.
  • General knowledge of shipping, invoicing, logistics and PO generation. Strong understanding of different forms of freight transportation.
  • Analytical, problem solving and research skills that address issues even if solutions aren't obvious
  • Ability to build rapport with clients.
  • Ability to prioritize, multitask, and problem solve. strong attention to detail.
  • Positive and professional demeanor.
  • Excellent written and verbal communication skills.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently not accepting applications.

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