Communications Specialist

Boxout LLC., a national distributor and industry leader in health and wellness product distribution for over 60 years, is seeking a Communications Specialist to join our team. In this position, you will be working in a high-volume, omnichannel business, operating multiple storefronts including Amazon, eBay, Walmart, and Target+, with other team members. Communications Specialist responsibilities include responding to customer questions, managing customer returns, feedback, and claims.

Responsibilities:

· Respond to customers on each managed platform in a timely and professional manner. Build expertise in functional areas to create and maintain communication templates and training across the team.

· Take ownership of the divisional phone line and email

· Process warranty claims

· Process credit card chargebacks with each platform

· Continuously review customer feedback, connect with team members to investigate and drive process improvements through input across the organization.

· Review and respond to customer claims promptly.

· Process returns and replacement requests.

· Monitor refund and restocking fees issued by the Operations team. Collaborate with the team regarding the current experience of processing refunds and applying a restocking fee on returns. Report findings to management every month.

· Respond to operations team members on inquiries promptly.

· Submit return metrics disputes with platforms

· Collect data on incidents and follow the outlined processes.

· Attend divisional team meetings and provide updates related to service areas.

· Build expertise in an Oracle-based CRM system for order entry, status review, and processing

· Review and process order cancellation requests

· Review any order failures and work with internal IT and operations stakeholders to resolve

· Manage weekend and holiday communication coverage with the team.

· Continuously learn new operating processes and train other team members.

· Daily review of late orders and follow up with IT and operations stakeholders to resolve

· Manage the end-to-end customer experience for LTL orders, including customer communication, operations communication, and follow-up.

Requirements:

· Ability to multi task

· Strong communication skills, verbal and written

· Proven, strong analytical ability

· Ability to resolve channel, product and vendor issues

· Attention to detail

· Bachelor’s degree or higher

We offer:

· Competitive salary and bonus

· Total Compensation for this position is between $65,000 and $85,000 annually based on various factors specific to each candidate including skill set, experience, qualifications, and other relevant experience.

· Career path planning and growth opportunities.

· Opportunities to participate in committees related to company culture, environmental sustainability and charity work

· On site fitness center, personal training, health risk assessments and walking trail

· Paid days for charity participation

· Comprehensive benefits package

· Mountain Climber program

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person