Customer Care Sales Associate

Description

SUMMARY: The Customer Care Sales Associate will be responsible for providing an excellent customer sales experience to The Family of Silver Oak customers in line with company culture, while maintaining a primary focus on revenue growth initiatives and growing the Corporate Customer Direct to Consumer channel.  

KEY RESPONSIBILITIES: 

Program Organization 

· Takes ownership for the development, implementation and execution of The Family of Silver Oak’s corporate sales program. Will collaborate with Director, Membership, Customer Care & Fulfillment and Customer Care Supervisor for approval of corporate sales program, including documented SOP’s and measurable goals.  

· Corporate sales program will include:

· Define Goals & Objectives

· Identify Target Segments

· Build the Offer (Pitch) 

· Identify Outreach Channels and collateral needed for each channel

· Prepare training resources to share with colleagues

· Execute on the plan

· Track KPIs

· Build and maintain strong relationships with prospective customers, nurturing them through the sales process and converting them to loyal customers. 

· Utilize the Oak Society program to incentivize and reward customers and potential customers.

· Support the development of incentives for top tier corporate customers. 

· Collaborate with Marketing to schedule, develop and proof all collateral materials needed for all outreach channels

· Work closely with the Special Events team to create memorable experiences by offering unique and personalized gifting options for these groups.

Customer Care

· Participate in all aspects of Customer Care as necessary or requested. To include:

· Processes customer orders received daily via phone or email in the order processing system.

· Monitor and respond to Customer Care inbox and voicemail daily and/or forward inquiries to colleagues as appropriate. 

· Capture and process orders daily in the order processing system. 

· Responds to Live Chat activity as needed. 

· Respond to SMS messages as needed. 

· Assists customers with shipping re-routes, address corrections or recalls in coordination with Fed-Ex or UPS for accurate delivery of orders.

· Processes replacement orders when necessary.

· Process damage claims. 

· Daily update of Estimated Ship Date

· Daily upload of tracking numbers.

· Support Marketing initiatives with email testing.  

· Assist customers with shipping to multiple addresses. 

· Assists in managing Etching summary spreadsheet.

· Provide etching support via Adobe Illustrator to create artwork proofs as necessary 

· Provide support with processing Donation and Promotional orders as needed. 

· Assist with OVID customer care needs when necessary or requested. 

· Provides support to fellow team members with retail and shipping orders.

· Maintains open and clear communication with the Fulfillment Team.

· Performs other duties as needed or as assigned.

Membership

· Assist Member Specialist with voicemail and emails as needed. 

QUALIFICATIONS:

· Minimum of 2 years’ experience in outbound sales or business development. 

· Solid understanding of the sales process, including prospecting, qualifying, pitching and closing. 

· Knowledge and/or experience in corporate structure and hierarchy.

· Acute attention to detail.

· Must have strong computer skills (Microsoft Office, CRM, Shopify, TOCK, FedEx, Excel.

· Adobe Illustrator experience a plus.

· Strong sense of responsibility to customer service.

· Strong organizational, problem-solving, and analytical skills. 

· Ability to manage priorities and workflow.

· Ability to work with minimal supervision. 

· Commitment to excellence and high standards.

· Excellent written and oral communication skills.

· Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

· Strong interpersonal skills.

· Ability to understand and follow written and verbal instructions.

· Must be able to speak, read, write, and understand the primary language used in the workplace.

Requirements

PHYSICAL/MENTAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

· Perform multiple tasks simultaneously.

· Ability to work under tight deadlines.

· Sit or stand for prolonged periods of time.

· Able to concentrate in a noisy environment with lots of distractions.

· Ability to work mandatory overtime including evenings and