Introduction to Liquid Death and Our Mission
Liquid Death is a revolutionary healthy beverage company that has been making waves in the industry since its inception in 2019. With our headquarters in Los Angeles, California, we have rapidly become one of the nation's fastest-growing beverage brands, renowned for our unnecessarily awesome approach to canned water and iced teas. Our mission is to provide the world's healthiest beverages while making them entertaining, fun, and captivating. We have received numerous accolades, including being named one of LinkedIn's Top Startups 2022, Contagious's Brand of the Year 2022, and Ad Age Top Marketer of the Year 2022.
About the Role and Our Team
We are seeking a highly motivated and customer-focused Customer Service Representative to join our team as a key member, providing dedicated support to Amazon as one of our key clients. As a Customer Service Representative, you will act as the single point of contact with our Amazon customer, as well as the Liquid Death Amazon Key Account team and Supply Chain team, ensuring exceptional service and maintaining strong relationships while addressing inquiries and resolving issues efficiently. This role will be an extension of our Supply Chain team and will be responsible for proactive management of orders to optimize service, including troubleshooting timing of supply, management of discontinued products, new innovation, and more.
Key Responsibilities and Focus Areas
- Customer Centric Approach: Serve as a direct point of contact for Amazon's customer service team to understand their needs and strengthen the relationship, as well as translate their needs to the Liquid Death Key Account team and Supply Chain teams.
- High-Quality Communication: Maintain clear, professional, and concise communication with Amazon representatives and internal stakeholders.
- Proactive Problem-Solving: Proactively identify and resolve potential issues in collaboration with internal teams to ensure smooth operation.
- Timeliness & Efficiency: Act with urgency to meet deadlines, ensuring order processing activities are completed to prevent order delivery delays.
- Reliability and Consistency: Ensure accuracy and detail orientation in all workflows to ensure process execution consistency for a streamlined customer experience.
- Process Improvement: Provide feedback and insights to improve workflows and enhance the overall customer experience.
- Metrics Achievement: Consistently meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.
Essential and Preferred Qualifications
To be successful in this role, you should have:
- A minimum of 4+ years of relatable Customer Service experience.
- Proven experience in a customer service or client-facing role previously working with Amazon or in a similar e-commerce environment is preferred.
- Exceptional verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Previous experience working with an ERP (Netsuite) is preferred to access supply chain data.
- Experience using a CRM system and other customer support tools is a plus.
- Ability to work in a fast-paced environment and manage multiple priorities.
- High attention to detail and organizational skills.
- Team-oriented mindset with a proactive approach to challenges.
- Deep comfort working in a remote role as part of a remote team.
Skills and Competencies Required for Success
In addition to the qualifications listed above, the ideal candidate will possess:
- Excellent time management and organizational skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Excellent communication and interpersonal skills.
- Ability to adapt to changing priorities and deadlines.
- Strong attention to detail and ability to maintain accuracy in a fast-paced environment.
Career Growth Opportunities and Learning Benefits
At Liquid Death, we are committed to the growth and development of our team members. As a Customer Service Representative, you will have the opportunity to:
- Develop your skills and knowledge in customer service, supply chain management, and e-commerce.
- Work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer experiences.
- Contribute to the growth and success of a rapidly expanding company.
- Participate in training and development programs to enhance your skills and knowledge.
- Take advantage of opportunities for career advancement and professional growth.
Work Environment and Company Culture
At Liquid Death, we pride ourselves on our unique and dynamic company culture. As a remote team member, you will be part of a collaborative and supportive environment that values:
- Open communication and transparency.
- Teamwork and collaboration.
- Innovation and creativity.
- Continuous learning and growth.
- Work-life balance and flexibility.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A salary range of $25-27 per hour ($52,000 - $56,160 annualized).
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A 401(k) retirement plan with a 100% match up to 4%.
- A student loan retirement match program.
- Flexible PTO and paid holidays.
- Access to wellness programs, including Headspace and ClassPass memberships.
- Pet insurance and other perks.
Conclusion and Call to Action
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and driving business growth, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Liquid Death, you will be part of a dynamic and rapidly expanding company that values innovation, creativity, and teamwork. Don't miss out on this chance to join our team and contribute to our mission to declare #DeathToPlastic. Apply today and let's build the future together!
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