Account & Customer Experience Specialist

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Alfafam Management Consulting

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2021

🤝 B2B

B2B • Management Consulting • Project Management

Alfafam Management Consulting est un cabinet de conseil dédié qui se spécialise dans l'accompagnement des petites et moyennes entreprises à travers des solutions opérationnelles sur mesure. La société offre une gamme de services incluant la gestion de projet, la gestion marketing, la mise en œuvre de systèmes et les services RH. En se concentrant sur l'optimisation des opérations et l'amélioration de l'efficacité, Alfafam fournit un leadership stratégique et une expertise pour aider les entreprises à relever les défis, optimiser les processus et favoriser une croissance durable.

Description

• Respond quickly and professionally to customer inquiries across all channels including email, live chat, Amazon, social media (comments, DMs), and other platforms across all brands • Resolve order issues, product questions, shipping concerns, and account inquiries with accuracy and empathy • Monitor and respond to reviews (Amazon, Yotpo, etc.) to protect and enhance brands reputation • Monitor and respond to social media comments, messages, and engagement, ensuring all interactions are timely, professional, and aligned with brand voice and customer experience standards • Process orders, returns, exchanges, refunds, and account updates • Maintain accurate and detailed records in CRM and support systems • Identify root causes of recurring issues and recommend improvements • Deliver high CSAT and contribute to increased retention and repeat purchase behavior • Monitor order flow and fulfillment systems (e.g., ShipStation) to proactively identify and resolve issues before they reach the customer • Review and correct address errors, flagged shipments, and delivery exceptions • Identify and escalate potential fraudulent orders based on risk signals and order patterns • Track and communicate back orders or fulfillment delays, ensuring timely customer updates and expectation management • Respond to inbound B2B inquiries (new leads, product questions, capabilities) • Qualify opportunities and route effectively to appropriate sales leadership • Support communication with active accounts as needed • Proactively engage high-value DTC customers and key accounts • Support follow-ups, upsell opportunities, and retention initiatives • Use tools such as Zendesk, HubSpot, Shopify, Amazon Seller Central, Slack, and Asana to manage workflows • Maintain clean, organized systems with full visibility into tickets and communications • Collaborate with leadership to build and refine SOPs and workflows • Actively integrate AI tools (ChatGPT, Claude, Gemini, etc.) into daily workflows • Build and refine prompts, templates, and workflows • Identify and implement automation opportunities to increase efficiency • Contribute to developing smarter systems and scalable processes

🎯 Exigences

• 3–6 years in customer experience, account support, inside sales, or similar roles • Experience in DTC (e-commerce) and/or B2B environments preferred • Interest in beauty and personal care, with a willingness to develop product knowledge • Excellent written and verbal communication skills • Strong problem-solving ability with attention to detail • Highly organized with the ability to manage multiple priorities • High ownership mindset—follows through and delivers results • Ability to operate independently and take initiative • Comfortable in fast-paced, evolving environments • Must actively use AI tools in daily work • Preferred: ability to build prompts, templates, and workflow improvements • Experience with or ability to quickly learn Google Workspace, HubSpot, Zendesk (or similar), Shopify, Amazon Seller Central, Slack, Asana

🏖️ Avantages

• Professional development opportunities • Remote work options