Lab Alley Hiring for Customer Care Specialist at Austin, TX Full Time

We have a vision to be the Amazon of chemicals and seek top talent to participate in our continued growth. Lab Alley is an e-commerce business and as the first point of contact for most of our clients, the customer experience starts with the Customer Care Champion. Be the best ambassador to our clients!

The Customer Care Champion works cross functionally to answer questions for clients via phone, email, chat, and purchasing support tickets. This is a fast-paced position that requires research capabilities to track down any issue with an order. The Customer Care Champion is NOT a sales position, but an aid to ensure our customers have answers to their questions.

Essential Responsibilities:

• Answer inbound calls, chats, emails and purchasing support tickets
• Follow-up with customers
• Process orders and payments
• Manage and update customer database
• Find resolution for customer issues
• Dive into other projects as needed including administrative tasks
• Outreach to vendors to get shipment updates for customers
• Quote and invoice generation
• Upload Safety Data Sheets (SDS), tech data sheets, and other content on our products so customers can access them through our website. This will also include product information maintenance
• Onboard new customers who need to submit new purchase orders. This includes submitting credit application, W9, and other data into our e-commerce system

Qualifications & Expertise:

• Strong technical ability to navigate quickly in various platforms including email, chat, and customer support tickets.
• Typing speed of 40 wpm or higher to meet data entry needs
• Positive, helpful communication style that builds confidence with our client base
• Investigative skills to determine true issues that lead to resolution of customer matters
• Ability and desire to work efficiently in a fast-paced environment with great accuracy
• Be solutions oriented to help resolve customer issues
• Desire to gain product knowledge to support client needs
• Alignment with our company values

Nice to have, but not required:

• Shopify experience
• Previous call center or fast paced customer service experience
• CRM experience such as Zoho, Salesforce, or similar
• Comfort level with Microsoft and/or Google suite such as email, Excel/Sheets, Word, document storage drives
• Science, Chemistry knowledge

Benefits

• Medical benefits
• Dental benefits
• Discretionary time off policy
• Paid time off
• Bonus opportunities
• Employee discount program
• Wellness program
• Organized team events
• Professional development and coaching
• Career growth opportunities

About us:

Inc. 5000 recently awarded/recognized Lab Alley as one of the fastest-growing private companies in America! We are also one of the fastest growing e-commerce companies in Austin, TX! We provide easy access to essential chemicals – on-budget, on-time, every time.

Think Amazon for Chemicals!

Our workplace culture:

Our core values are an integral part of our success defining who we are. We bring our core values to life in everything we do at Lab Alley. Therefore, every hire is aligned with our core values:

Care: Take pride in your work and always do your best. Help and serve others whenever needed.

Growth Mindset: We believe in always growing. Be curious, learn from mistakes, obsess over seeking answers and learning new things.

Commitment: We want commitment over results because we know eventually the results will come if you are committed.

Work Ethic and Hustle: Show up and be 100% committed to the vision.

Honest and Real: We believe in being honest, open, real, and forthright and direct to those around us. Giving and receiving feedback is part of a growth mindset as long as it is done in a positive and uplifting way.

Make Things Happen: We’re a team. We work together to get things done.

Lab Alley is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Notice to Third Party Recruiters and Recruitment Agencies

Third party recruiters and agencies should not contact employees of Lab Alley directly. Any resumes sent to a hiring manager or submitted to Lab Alley in any way without a placement agreement in place and without a job being specifically assigned to the agency are considered unsolicited and property of Lab Alley. Lab Alley will not pay a placement fee unless the agency or recruiter has a signed contract with the People Operations department in advance of submitting a candidate for consideration. Verbal and written approvals will not be considered a valid contract for service. [email protected]

Powered by JazzHR

Lot0VFSrBi