Customer Service Associate [United States]

 

Overview

The Flaming Candle has a new opening for a Customer Service Rep. TFC’s Customer Relations team interacts and supports direct sale customers as well as clients that supply and distribute products.

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About Us

The Flaming Candle is an industry leader in the distribution of soap and cosmetic supplies to help consumers, cosmetic formulators and crafters prepare unique skin, personal and pet care products. Our large assortment of supplies enables us to provide a wide variety of high quality materials. We value commitment, creativity, growth and providing our clients with superb products and service.

Essential Functions and Responsibilities We are seeking an enthusiastic, upbeat, motivated and professional individual that can contribute to our Company Philosophy of “Accountability, Integrity, Quality, Compassion and Diversity”. The Customer Relations Representative must have excellent customer service skills and be outcome-oriented and a strong communicator. The ability to work in a fast pace environment with strong attention to detail is essential. Our “Customer First” values support our staff in delivering superior and compassionate service that makes a difference to all our clientele and consumers. We are looking for associates with a positive outlook who are dedicated to providing only the best to our customer base. Join us, and help Exceed Expectations!

This position supports our e-commerce business and requires being comfortable in a call center environment.

Customer Service Job Duties

• Deal directly with customers and provide information about products and services.
• Answers product and service questions and obtains and evaluates all relevant information to handle product and service inquiries.
• Provide product and recipe technical support.
• Respond promptly to customer inquiries to meet time service standards.
• Handle research and resolve customer issues and complaints.
• Process orders, returns, follow-up on sales leads and requests.
• Analyzes customer and client return data to insure proper guidelines are met.
• Follow-up on customer interactions.
• Forward direct requests and unresolved issues to the designated resources.
• Manage customer accounts, databases and workload.
• Communicate policies and procedures to customer base.
• Proactively identify issues with client accounts and notify and provide feedback to necessary parties.
• Organize workflow to meet customer and organizational timeframes.
• Keep detailed records of customer interactions and transactions; including but not limited to: (recording details of inquiries, comments and complaints as well as details of actions taken to resolve).
• Contribute to overall team success by providing suggestions and feedback on current service processes, equally sharing service workload and providing process improvements.
• Become familiar with company products and recipes to better explain inner workings to customers.
• Communicate and coordinate with internal departments including: Warehouse, Marketing, Purchasing, Technology, Web and Management.

Required Education and Experience:

• High school diploma, general education degree or equivalent.
• Knowledge of customer service principles and practices.
• Knowledge of relevant computer applications and basic administrative procedures.
• Data entry experience.
• Numeric, oral and written language applications.
• Product knowledge.

Preferred Education and Experience:

• Associates degree or minimum 2-years of college.
• Bi-lingual (Spanish Speaking)
• Knowledge and or prior work experience working for a distributor or manufacturer.
• Prior quality control and technical support experience.
• Prior experience with Hubspot

Key Competencies:

• Strong interpersonal skills.
• Strong communication skills - verbal and written.
• Strong listening skills.
• Strong problem analysis and problem-solving.
• Attention to detail and accuracy.
• Data collection and Quality Control.
• Positive and upbeat attitude and service delivery.
• Customer service oriented.
• Adaptability.
• Strong initiative and drive.
• Stress tolerance.

The Flaming Candle is a drug-free environment. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

About Wholesale Supplies Plus LLC:

Wholesale Supplies Plus (“WSP”) is a market-leading e-commerce business focused on consumable ingredients and supplies to 90K+ customers who create and sell artisan personal care and candle products. Wholesale Supplies Plus was founded in 1999 and from the start we have offered high-quality products, outstanding service, reasonable pricing and education for our base of hobbyists, artisans, entrepreneurs and business owners, 95% of whom are women. We define our core company values as Integrity, Teamwork, Creativity, Accountability and Humanity and these values are the bedrock of our future growth. Our business model is perfectly positioned to benefit from the multi-decade shift in consumer behavior that favors indie brands, handmade products, transparency of ingredients and personalization. We operate in a $1.2B market that is expected to grow at 8% to 12% through 2025. The competitive landscape is highly fragmented with 200+ mostly founder-owned participants. We are the only brand consolidator today, one of the biggest players in the space and one of the only players in the industry with institutional capital. In May of 2021, Two Sigma Impact and Avance Investment Management invested in WSP and are focused on making add-on acquisitions, operational improvements and driving value creation through engaging and supporting the customer base of enthusiastic entrepreneurs.

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