Customer Success Associate - Gratz Pilates

Job Title: Customer Success Associate

Location: N Preston Street, Philadelphia

Job Type: Full-Time

About Us: Gratz Industries stands as a cornerstone in the world of Pilates, with a rich history spanning back to the 1960s. Renowned for our commitment to premier manufacturing, we have been steadfast in upholding the legacy and integrity of Joseph Pilates' original designs. Our dedication to craftsmanship, authenticity, and precision has earned us a distinguished reputation within the Pilates community. We take pride in delivering exceptional products that empower practitioners worldwide in their pursuit of physical well-being and strength. Join us at Gratz Industries and be a part of our legacy of excellence.

Job Description:

We are seeking a detail-oriented and proactive Customer Service Associate to join our small but growing team. This role requires strong problem-solving skills, excellent communication, and the ability to handle customer inquiries about orders, shipping, and product details. The ideal candidate thrives in a fast-paced environment, is customer-focused, and enjoys helping people.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
• Problem Solving: Identify and resolve customer issues related to orders, products, and shipping. Escalate more complex problems when necessary.
• Order Changes: Process customer requests for order changes, including modifications to product selections, quantities, and shipping details.
• Shipping Inquiries: Provide customers with shipping information, including status updates, estimated delivery times, and tracking numbers.
• Product Knowledge: Answer detailed product-related questions and provide expert advice to customers about product specifications, features, and usage.
• Data Entry: Accurately input and update customer order information in the system.
• Collaboration: Work with other departments (such as Shipping, Sales, and Manufacturing) to ensure that customer orders are processed smoothly and accurately.
• Customer Satisfaction: Maintain a positive and empathetic attitude toward customers and strive for high satisfaction in every interaction.
• Record Keeping: Document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.

Qualifications:

• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to multitask and manage time effectively.
• Proficiency in QuickBooks and Excel a plus.
• Familiarity with order processing and shipping procedures.
• Previous experience in customer service or a similar role is preferred.
• Ability to learn and maintain product knowledge.
• Enjoy solving customers problems!