Customer Experience Associate

Location: Woodstock, VT x Remote

Type: Full-time

Some weekend hours as scheduled

Farmhouse Pottery is a rapidly growing company looking to expand our dynamic team! The Customer Experience Associate is a crucial support position within the Customer Experience & Dropship Departments. Advanced communication skills, attention to detail, and a collaborative attitude are a must! This person reports to the Customer Experience Manager.

Responsibilities:

  • Assist in resolving customer issues through multiple communication channels, i.e. phone, email, online chat feature
  • Demonstrates the capacity to remain empathetic and customer-centric while upholding Farmhouse Pottery’s policies
  • Works to support initiatives, programs, and strategies designed to improve the overall customer experience
  • Provide support admin for our micro sales channels: Gift Registry Program, Designer Account Program, Custom Pottery Program, and Volume Orders
  • Assist with Dropship Partner admin by helping to build assortments, update photography for partner sites, & provide supplemental care support for partners
  • File claims with carriers for lost or damaged shipments
  • Process returns for direct and dropship customers
  • Communicates with the team frequently to resolve systems/user issues

Requirements:

  • Must have at least 3 years of experience working in a customer-facing role
  • Advanced writing and editing skills
  • Customer service-oriented mindset with patience and ability to creatively resolve customer issues 
  • Enjoys working in a fast-paced environment
  • Works well in a team setting, but is also capable of working independently and staying on track to meet deadlines
  • Take initiative to learn new processes and programs
  • Ability to manage multiple projects at once
  • Advanced proficiency in Microsoft and Google Suites

Preferred:

  • An interest in artisan-made goods & pulse on trends in the home goods industry
  • Experience using an e-commerce platform
  • Ability to work on location in Woodstock, VT

    How to Apply: