Customer Success Specialist — Hybrid Remote Support

Merchology; Minnesota; Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

PTO 18 days per year

8 company-paid holidays

Hybrid work schedule

Job summary

Merchology, a leading eCommerce retailer of co-branded merchandise, is seeking a Customer Service Specialist I to support post-sale inquiries, order status, and proofs after logo approval. You will collaborate with vendors, handle emails, calls, and chats, and help ensure on-time delivery.

The role requires a high school diploma (Associate/Bachelor preferred), 1+ year customer service experience, strong communication and problem-solving skills, and familiarity with CRM tools such as HubSpot.

Qualifications

• High school diploma or GED required; Associates or Bachelors degree preferred.
• 1+ years of customer service experience in retail, restaurant, sales, or office environment.
• Friendly and team-oriented attitude to Win as a Team.
• Demonstrated problem solving skills.
• Microsoft Office Suite proficiency.
• Efficient and detail-oriented.
• Excellent communication skills.
• Experience with a CRM (e.g., HubSpot) preferred but not required.

Responsibilities

• Handle incoming customer calls and initiate outbound calls, ensuring prompt response to voicemails left by customers.
• Assist in placing external purchase orders and proofing
• Assist with answering New Order ticket questions that come in including status updates, rush or firm proof approvals, any order issue while their product is in production, during transit or after delivery, out of stock, and damaged product.
• Collaborate with external vendors to ensure purchase orders are accurately decorated, fulfilled to quality standards, and delivered to customers on time.
• Manage and promptly address incoming emails, Slack chats, or internal tags.
• Respond to customer emails through a shared Customer Service email inbox.
• Have a collaborative demeanor to build relationships and trust with customers who seek assistance with orders
• Complete additional projects or duties as assigned

Skills

Customer service

Communication

Teamwork

Problem solving

Attention to detail

Education

High school diploma or GED

Associate or Bachelor’s degree preferred

Tools

HubSpot CRM

Microsoft Office Suite

Job description

Merchology, a leading eCommerce retailer of co-branded merchandise, is seeking a Customer Service Specialist I to support post-sale inquiries, order status, and proofs after logo approval. You will collaborate with vendors, handle emails, calls, and chats, and help ensure on-time delivery.

The role requires a high school diploma (Associate/Bachelor preferred), 1+ year customer service experience, strong communication and problem-solving skills, and familiarity with CRM tools such as HubSpot.