Customer Service Associate

At Merz, we consider many factors in our hiring decision. To be considered for employment, candidates MUST complete a short survey as part of our hiring process. Please cut and paste this link into your browser to complete the survey and select Customer Service Associate: https://go.cultureindex.com/s/ku8blrthpq

About Us

Merz Apothecary is one of Chicago’s oldest retail businesses. We specialize in natural health, personal care, beauty, fragrance, men’s grooming and more. Our flagship is in the Lincoln Square neighborhood. Smallflower is our ecommerce brand that has been in existence since 1998. We also have a men’s shop called Q Brothers; as well as a Fragrance and high-end beauty shop called Shops at Merz. Both Q Brothers and Shops at Merz are adjoined to Merz Apothecary, creating a cohesive shopping experience for our in-store customers. In addition to our stores, sites, and brands, we are a leading seller on the Amazon marketplace, and also sell through other marketplaces like Walmart and TikTokShop. Finally, our family of businesses includes KOBO Candles, a candle and home fragrance brand. Ours is a very active, 149 year-old, 50+ person, family-run business that has service and the sharing of knowledge among our core values.

What We Offer

• Hourly rate: $18-$20
• Great benefits (health, dental, vision)
• 401K Profit Sharing Plan
• Employee bonus (incentive plan)
• Employee discount
• Paid time-off

The benefits provided by Merz are worth greater than $7000 annually.

Why We Are Different

• We are family-owned and operated.
• We live by our core values.
• Gracious service is the soul of the Merz Experience, starting with customers and extending to the way we work with each other, our colleagues.
• We are one of the oldest businesses in Chicago and in the nation, and have served many generations of customers locally and across the country.
• We speak multiple languages fluently and come from all different backgrounds and life experiences.

About the Position

Merz’s Customer Service Associate (CSA) works in our back office “call center” with a small team that handles customer phone calls, e-mails and chats. The CSA serves as a liaison with our customers to process orders and returns, provide product/services information and resolve any problems customers may be experiencing. The CSA must have “soft skills” and “hard skills” and be equally adept at serving a high-need customer on the phone as they are investigating a shipping issue using the technology and order records available to them, including our Sales Channels (Shopify, Amazon, etc.) and our Order Management System (NetSuite). The CSA should be genuinely excited to help customers, patient, empathetic, and passionate about our products. CSAs put themselves in their customers’ shoes and are confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints.

Responsibilities

• Manage incoming calls, chats and emails
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Place special orders as needed
• Field and process return, refund, and reship requests
• Work with the Store team to pick and prepare curbside orders
• Ship from the store as needed
• Help troubleshoot resolve order “outs” - when orders cannot be processed due to inventory discrepancies

Requirements

• Proven customer support experience or experience as a client service associate
• Strong phone contact handling skills and active listening
• Strong communication, listening skills and interpersonal skills, including the ability to ask probing questions, understand concerns, and overcome challenges
• Problem solving skills and the ability to deal with challenging situations and personalities
• Attention to detail
• Excellent team and collaboration skills
• Availability to work flexible shifts, Saturdays

Experience and Education

• Established retail sales and customer service experience
• Experience with Google Workspace and Slack
• Experience working for an omnichannel retail business is a plus
• Experience working with online sales channels like Shopify/Amazon, or order management systems like NetSuite are a plus
• High school diploma or GED diploma
• Proficiency in English
• Experience in a natural health or homeopathic environment a plus
• Fluency in German, Romanian, Polish, Serbo-Croatian, or other second language a plus

AA/EEOStatement

Merz provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin,marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Application Question(s):

• Did you complete the required survey?

Work Location: In person
 

Click here for details an link to apply.