OluKai, Melin, Roark (Tradewind Services) Customer Service Representative

Archipelago Companies, LLC.; United States; Hybrid; USD 26,000 - 29,000; Full time

Benefits offered by this job

Breakfast & lunch provided

Brand discounts

Anniversary gifts (5 & 10 years)

Medical, dental, vision insurance

Life insurance

401k with employer match

PTO & holidays

Beach and giveback days

Job summary

Archipelago Companies is seeking a Customer Service Specialist to deliver exceptional ecommerce experiences. The role is in-office hybrid in Irvine, CA, with four days in the office and four days remote, including occasional holiday work.

You will handle calls, emails and chats, process orders, tracking and returns, and support warranty replacements while maintaining high service standards. The ideal candidate has a bachelor’s degree and 2+ years of customer service experience, with proficiency

Qualifications

• Bachelor’s degree required.
• 2+ years of customer service experience.
• Full Circle and Shopify Plus experience a plus.
• Experience working with a service desk or ticketing tool is preferred.
• Proficient in MS Outlook and Excel.
• Actively seeks out AI-enabled tools and emerging technologies, adapting quickly to leverage them for improved productivity and compliance.

Responsibilities

• Provide exceptional customer experiences via calls, email, and chat for ecommerce site.
• Handle orders, tracking, locating stores, and returns/exchanges; respond within 24 hours.
• Process warranty-related replacement orders and resolve issues; escalate when needed.
• Develop systems and reports documenting consumer feedback and needs.
• Run daily, weekly and monthly reports; support front desk if needed.

Skills

Customer service

Multi-tasking

Attention to detail

Communication skills

Teamwork

Adaptability

Education

Bachelor's degree

Tools

MS Outlook

Excel

Shopify Plus

Service desk software

Job description

Who We Are:

Archipelago Companies, a portfolio of highly successful consumer lifestyle brands, is seeking a talented and passionate individual with an entrepreneurial mindset to join our team. Our brands, including OluKai, Melin, Roark and Tradewind Services, are leaders in their respective markets, offering high-quality products and authentic marketing stories direct to consumers. At Archipelago Companies, we pride ourselves on our commitment to integrity, and we strive to create a culture of excellence in everything we do. If you are a driven and innovative individual with a passion for consumer brands, we invite you to apply for our open position and become a part of our dynamic and growing team.

Position Title: Customer Service Specialist (Day Maker)

Responsibilities include but are not limited to:

• Cultivate an environment of genuine and professional customer connections by being highly focused on delivering exceptional customer experiences that are engaging, efficient and personalized
• Answer all calls, emails and online chat related to our ecommerce site. Including but not limited to: general questions; order placement, tracking, locating stores, and returns/exchanges
• Return all phone calls and respond to all emails within 24 hours
• Respond to a variety of consumer inquires, resolving issues, and directing consumers to the appropriate resolution channel when needed
• Process all warranty related replacement orders
• Proactively anticipate customer’s needs and provide solutions
• Direct and elevate requests and unresolved issues to the designated, appropriate resource
• Provide information on product line and demonstrate our commitment to customer service by following up on order requests to ensure superior results
• Assist in the development of systems and reports to document consumer feedback/comments and provide information to our organization about consumer needs and preferences
• Run and review daily, weekly and monthly reports
• Act as front desk backup to cover lunch and related events
• Other duties and projects as assigned

Knowledge, Skills and Abilities:

• Ability to perform all duties in an accurate, timely and professional manner within the guidelines of company procedures and policies, while maintaining a flexible approach at resolving consumer requests
• Must be able to multi-task and work in a fast-paced environment
• Exceptional attention to detail
• Team player, enthusiastic positive can-do attitude
• Excellent written and verbal communication skills
• Ability to maintain effective working relationships both internally and externally

Qualifications:

• Bachelor’s degree required
• Ideal candidate has 2+ years of customer service experience
• Full Circle and Shopify Plus experience a plus
• Experience working with a service desk or ticketing tool is preferred
• Proficient in MS Outlook and Excel
• Actively seeks out AI-enabled tools and emerging technologies, adapting quickly to leverage them for improved productivity, deeper insights, and more effective processes, while exercising sound judgment and maintaining compliance with organizational standards

Location & Office Structure:

This is an in-office hybrid position, mandatory 4 days per week in office in Irvine, CA with the option to work from home 4 days per week. From time-to-time you may be asked to work Holidays. Subject to change without notice as per company guidelines. Work days are as follows with related rest and meal break periods.

Monday, Tuesday, Wednesday, Thursday In-Office: 8:00AM-5:00PM

Friday WFH: 8:00AM-5:00PM

Compensation:

The hourly rate range for this position is $19.00-$21.00 per hour. The rate is based on the experience that you bring to the position.

Benefits and Perks:

• Complimentary chef prepared breakfast and lunch provided Monday - Thursday
• Generous product gift program and all brand discounts
• 5 year and 10 year Anniversary gifts to desirable destinations
• Medical, Dental, Vision insurance in accordance with plan guidelines
• Company paid life insurance
• 401k with employer match in accordance with plan guidelines
• 15 Days of PTO plus one additional day of PTO every year on your anniversary and 3 Floating Holidays per year
• Paid beach and giveback days, bi annual team building events and other in person celebrations

Archipelago Companies values a diverse, inclusive, and entrepreneurial workforce and culture, and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at [e-mail]. Archipelago will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.