Customer Success Associate

EcoEnclose is seeking a Customer Success Associate based in Boulder, CO, to welcome customers and provide excellent service both in-person and through various communication channels. The role requires strong organizational and communication skills, a commitment to sustainability, and experience in B2B customer success and shipping. The position is in-office, with hours Monday to Friday from 8:30 AM to 4:30 PM, offering a salary range of $45,000-$51,000.
EcoEnclose is a Colorado-based, fast-growing company that specializes in manufacturing and distributing earth-friendly shipping supplies for entrepreneurs and businesses across the country. Our mission is to make eCommerce a positive force for the environment.

Many of our customers are fast-growing brands in industries such as apparel, outdoor gear, natural and clean beauty, natural foods, eco home goods, art, and jewelry. Their products are often natural, organic, recycled, sustainable, fair trade, USA made, and they need our help shipping their products in a way that embodies their values. We want a teammate who is committed to the environment and passionate about the success of colleagues and customers.

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We are looking for a friendly person to welcome our customers to EcoEnclose! You will be the face of the company as customers walk in our front door. We are seeking a candidate who embodies our core values:
• We communicate clearly & directly
• We exude positivity
• We are leaders
• We are EcoAllys
• We strive for excellence

We are seeking:
• A candidate who will be in the office Monday - Friday from 8:30 - 4:30pm.
• Commitment to learning about and advancing sustainability in eCommerce.
• Excellent written and verbal communication skills.
• Excellent organizational skills. The ability to not lose track of what you’re working on when interrupted.
• Familiarity and efficiency with G-suite products.
• Comfortable navigating ticketing systems. Bonus if you’ve worked with Gorgias!
• A professional and positive attitude when working with customers and team members.
• B2B customer success experience.
• Shipping experience with UPS and USPS in an eCommerce context.
• Nice to have: Experience working with Big Commerce and ShipStation.
• Nice to have: Experience with escalated UPS and USPS
• Nice to have: Experience in an E-commerce business

What you will do:
• Build knowledge of our company, products, and Sustainability Framework to be able to help our customers find the best packaging to suit their business.
• Provide an excellent customer experience via emails, in-person, phone, and chat.
• In-person: You will be the first face customers see as they enter the building! You are the best person to welcome them warmly, assist with in-person pick-up orders, and provide an amazing customer experience for anyone who walks into the building.
• Email: Provide fast and accurate responses to customers looking for information regarding their orders, assist with returns, and assist with order mishaps as they arise.
• Phone: Be a friendly and knowledgable voice to customers, assist with questions, and transfer calls to other team members.
• Build orders for our customers and cancel orders when needed.
• Keep track of customer feedback regarding our product offering, order process, and product quality.
• Print packing slips and pull orders for in-person customers with orders that haven’t yet been fulfilled.
• Help customers with shipping inquiries when orders are lost in transit, misdelivered, etc. Estimate shipping costs for oversize shipments.

Salary Range: $45,000-$51,000

IF YOU ARE INTERESTED please send your resume and cover letter with answers to each of the 3 questions below in your cover letter. Send to: frank@ecoenclose.com
• What in the job description above is most interesting to you and why?
• What is an accomplishment you are most proud of?
• Are there any skills you would bring to our team not listed in the description?