Hilarie Barrett

Customer Support:

• Respond to customer inquiries via email, chat, phone, DMs and other communication channels in a timely and professional manner.
• Provide solutions to customer issues, including order inquiries, product questions, and troubleshooting concerns.
• Escalate more complex issues to the CX Manager or appropriate team members as needed.

Order and Returns Management:

• Process orders, returns, and exchanges using tools such as Shopify, Gorgias, Skio and Loop Returns.
• Assist customers with navigating our systems and provide guidance on product selection or use.

Platform Maintenance:

• Help maintain and update CX platforms (e.g., Gorgias, Yotpo, Shopify) to ensure smooth functionality and accurate customer data.
• Assist in tracking and documenting common customer concerns to identify trends and opportunities for process improvements.

Proactive Customer Engagement:

• Participate in projects to surprise and delight our customers, such as personalized outreach or loyalty rewards initiatives.
• Support campaigns and promotions by providing customers with clear and helpful information.

Team Support:

• Collaborate with cross-functional teams, including marketing and operations, to share customer insights and feedback.

• Provided excellent customer service while interacting with customers on a daily basis through phone, fax and email.
• Processed customer orders received via phone, fax and e-mail; provided pricing and delivery information to customers.
• Creating new customer accounts.
• Processed customer sample orders, MSDS and technical data sheet requests.
• Processed international paperwork.
• Data entry.
• Responded to customer requests for products, services, and company information.