Part-Time Customer Care Specialist

🔥 2 minutes ago

🧀 Wisconsin – Remote

🧀 Wisconsin – Remote

💵 $18 - $21 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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GoMacro

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

🛍️ eCommerce

🧘 Wellness

🛒 Retail

eCommerce • Wellness • Retail

GoMacro is a company specializing in the production and sale of plant-based nutrition bars, known as MacroBars. Their products are 100% organic, vegan, gluten-free, kosher, and non-GMO, emphasizing sustainable and responsible sourcing and packaging. Founded as a mother-daughter-owned business, GoMacro is committed to environmental sustainability and is powered by 100% renewable energy. In addition to dietary certifications, GoMacro bars cater to various dietary needs such as low FODMAP and soy-free options. The company is dedicated to making a positive impact both on consumers’ health and the planet.

📋 Description

• Provide courteous, friendly, and accurate support across email, chat, and phone channels. • Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation. • Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction. • Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT. • Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes. • Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments. • Accurately follow processes for lost-package claims and quality escalations. • Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation. • Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications. • Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details. • Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends. • Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience. • Other duties as assigned by the supervisor.

🎯 Requirements

• 3+ years of customer service experience, preferably in e-commerce or CPG. • Experience using CRM or help desk platforms, such as Gorgias, Zendesk, or Salesforce. • Strong written communication skills with the ability to convey information clearly and professionally. • Demonstrated ability to troubleshoot across multiple systems, platforms, and tools. • Highly organized with strong attention to accuracy and detail. • Ability to work independently while maintaining accountability in a remote or hybrid environment. • Strong problem-solving, conflict resolution, and consumer-centric decision-making abilities. • Preferred Skills: Shopify, Gorgias, Recharge, SAP, or ShipBob experience. • Experience in the natural, organic, or wellness food industry. • Experience with subscription workflows or e-commerce operations. • Familiarity with reading and interpreting product, ingredient, or nutritional information. • Ability to identify consumer trends and suggest improvements to processes or documentation.