Customer Service Associate - Logistics - Gimme Seaweed

WHO WE ARE

As pioneers of the seaweed category, we introduced the world's first line of Certified Organic and Non-GMO Project Verified roasted seaweed snacks in 2012 and has since grown to become the #1 selling, premium, organic seaweed-based snack – but our aspirations reach even further. 

Led by founders and visionary food entrepreneurs Annie Chun and Steve Broad, we take great pride and care in creating delicious and convenient snacks inspired by our Korean heritage and believe that seaweed represents a sustainable path forward that nourishes people and the planet. 

With our eyes focused on the future, we're on a mission to increase our impact by winning over a whole new generation of foodies. We are assembling a team of talented and driven individuals who are just as excited about the future of seaweed as we are! 

WHO YOU ARE

The Customer Service Associate - Logistics is responsible for ensuring the highest level of customer service with our accounts. This role serves as a role model, problem solver, and decision-maker, representing the department thoughtfully to achieve maximum results. This position interacts outwardly with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. It also interacts inwardly with the sales team, proactively providing data about the status of orders and fulfillment.

Excellent communication skills and strong attention to detail in data entry are essential for candidates. A successful candidate thrives in a fast-paced environment, adapts to shifting priorities, and is self-directed.

This hybrid role is based in our San Rafael, CA office, where we offer a supportive and dynamic work environment.

WHAT YOU DO 

• Oversees order fulfillment management including coordination with Operations team, proactive communication to the customer, order tracking and fulfillment reporting. 
• Subject matter expert of order fulfillment systems and tools. 
• Data entry and troubleshoot customer problems. 
• Publishes and evaluates service related KPI's and generates weekly reports. 
• Develops and improves processes and systems in a dynamic sales and product environment. 
• Ensure timeliness and accuracy of order entry input into system via EDI or manual data entry. 
• Resolves problems and issues regarding customer complaints, pricing, invoicing, and deliveries. 
• Management of database records and updating FAQ's for prompt and efficient responses. 
• Reviews and approves customer return authorization requests. 
• Responsible for pick up and delivered order processing. 
• Participates in preparation of customer account reviews, business plans and post-audits.  
• Key participant in the month-end close process, ensuring the timely completion of essential tasks and reporting.
• Establishes and documents departmental policies and procedures.  
• Develop interpersonal relationships which encourage openness, candor and trust. 
• Interacts with many systems and portals to generate reporting, data sharing and data integrity.

YOUR EXPERIENCE

• 5-7 years of proven success in CPG customer service or logistics management
• Strong, proven leadership skills and highly developed interpersonal skills
• A bachelor's degree is a nice to have but not required
• Comfort using multiple systems to resolve issues and access data 
• Excellent MS Excel skills
• Proactive, results driven  
• A proven ability to leverage ERP systems (Sage experience is a plus) 
• Strong written and verbal communication skills  
• Work successfully in a team environment as well as independently 

COMPENSATION AND BENEFITS

This full-time role will receive a competitive salary + benefits, including medical, dental, vision, 401k, and equity.  This position's anticipated annual pay range is $75,000-$95,000, plus bonus and equity.  Various factors are considered when determining an individual's compensation–including a candidate's professional background, education, certifications, experience, professional licenses, and location.  Final offer amounts may vary from the amounts listed. We neither ask for nor take into consideration the salary history of applicants. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.