eCommerce Customer Experience Coordinator

ScentAir delivers billions of lasting impressions for customers around the globe every year. Our cutting-edge scent delivery solutions are tailored to a wide range of business environments including restaurants, health care offices, airports, senior living facilities, apartment and multi-unit housing, retail stores, real estate (both commercial and residential), health clubs and spas, and international airports. We are the pioneers and innovators in the field; we are proud to be the global leader in Scent Marketing!

Our impressive roster of clients features industry giants such as Disney World, Sea World, IHG, Aria Resort and Casino, MGM Grand, Marriott Brands, Hilton, Westin Resorts, and Greystar Properties, international airports, among many others.

Job Summary:
We are seeking a highly motivated and detail-oriented eCommerce Customer Experience Coordinator to join our dynamic team. In this role, you will be the primary point of contact for customers, ensuring they receive exceptional service across multiple communication channels including email, social media, phone, and live chat. You will collaborate with various departments to support order fulfillment, resolve customer inquiries, and proactively identify opportunities for improvement to elevate the overall customer experience.

Responsibilities:

• Respond to customer inquiries and resolve issues promptly via email, social media, phone, or chat.
• Assist customers with placing orders, tracking shipments, processing refunds, and providing product information.
• Provide expert product recommendations and solutions to enhance the customer experience.
• Collaborate closely with departments such as Production and Finance to ensure timely and accurate order fulfillment.
• Maintain detailed records of customer interactions, transactions, and feedback to ensure high-quality service.
• Identify and escalate complex issues to senior representatives, ensuring customer satisfaction is maintained.
• Proactively address common customer issues using available tools and resources to minimize friction.
• Manage payments for Buy-Now-Pay-Later services (e.g., Klarna, Afterpay) and ensure smooth transaction processing.
• Monitor customer feedback and behaviors to identify trends and opportunities for process improvement.
• Stay current with product knowledge, industry trends, and emerging technologies to provide cutting-edge service.
• Achieve and exceed established customer satisfaction goals and performance metrics.
• Continuously improve internal customer service processes and procedures to enhance overall service delivery.
• Engage confidently with customers on social media platforms, ensuring consistent and professional brand representation.
• Perform additional tasks as needed to ensure department operations align with organizational goals.

Requirements:

• Prior experience in eCommerce customer service or similar roles is preferred.
• Strong verbal and written communication skills, with the ability to engage effectively with customers.
• Ability to handle a high volume of customer interactions while maintaining accuracy and professionalism.
• Excellent problem-solving and decision-making skills, with a proactive and independent work style.
• Solid time management skills, with the ability to prioritize and multitask efficiently.
• High attention to detail, with a commitment to accurate data entry and record-keeping.
• Familiarity with Gorgias or similar customer service platforms.
• Experience with e-commerce platforms such as Magento or Shopify.
• Comfortable using social media platforms and digital communication technologies.
• Flexibility to occasionally work weekends and holidays as required.

If you're passionate about delivering outstanding customer service, thrive in a fast-paced environment, and are eager to grow within a forward-thinking eCommerce company, we'd love to hear from you!