Customer Service Specialist

Clickstop is an award-winning company seeking a Customer Service Specialist to enhance their customer experience. The role involves delivering exceptional customer support, managing orders, and collaborating with various teams to resolve issues and improve processes.

Responsibilities:

• Aligning with Clickstop’s Core Values to drive our culture and business forward
• Providing industry best customer experience for one of our e-commerce brand, Fasteners Plus
• Demonstrating our commitment to our brand promise by providing the customer with what they want, when they need it on their first call
• Completing daily tasks while living out our values and code through self-awareness and integrity
• Celebrating what is going well while identifying opportunities for growth
• Deliver an exceptional customer experience by providing responsive, solution-oriented support across phone, email, website, and marketplace channels while ensuring adequate coverage and timely follow-up
• Process and manage customer orders (web, PO, and marketplace) accurately and efficiently, including payments, invoicing, and database updates in NetSuite to maintain current records
• Own post-order support processes such as returns, refunds, shipping or manufacturing errors, claims, backorders, and special delivery instructions to resolution
• Partner cross-functionally with shipping, marketing, and operations teams to resolve stock, fulfillment, and channel issues and keep customers informed of delays or changes
• Monitor and maintain customer-facing systems and channels (website content, shipping inbox, marketplaces, PayPal/chargebacks) to ensure accuracy, compliance, and smooth order flow
• Balance customer advocacy with business needs by communicating professionally, identifying process improvements, and using data and insights to enhance the overall customer experience
• Qualifying customer needs through thoughtful discovery and ensuring timely follow-up and resolution
• Gain working knowledge of the brand, e-commerce processes, marketing, and warehouse teams, and overall business strategy to grown business acumen
• Identify and escalate growth opportunities by uncovering needs beyond stated requests and partnering with account management and internal teams to support retention and revenue
• Collaborate cross-functionally with operations, freight, purchasing and vendors to resolve fulfillment and product issues, coordinate drop-ship solutions, and keep customers informed
• Build strong business, process, and vendor acumen to make sound decisions, surface improvements, and balance customer advocacy with profitable, win-win outcomes

Requirements:

• Ability to quickly identify customer needs and effectively resolve issues while providing exceptional customer service every step of the way
• Highly skilled at building strong relationships
• Awareness of your strengths, those of your team members, and how to use all of them effectively
• Eagerness to learn new tasks and question existing methods to improve current processes
• Commitment to completing high quality work
• Ownership for driving Clickstop forward through alignment with our Core Values
• Must be authorized to work in the United States
• Employment is contingent upon the completion of a satisfactory background check