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Customer Experience (CX) and Operations Coordinator

PHIDO is the Digital Solutions Division of Phillips Pet Food and Supplies, the leading distributor in the pet industry. we tackle complex operational and technological challenges for pet industry players, so they can focus on their customers and sales. The first such product is Endless Aisles, a drop-ship fulfillment service helping stores expand their offering and connect with their customers online.  

Customer Experience (CX) Operations Coordinator Role

We are looking for an energetic, positive, hungry person to join our team as CX Coordinator. In this role, you'll serve as the focal point for all things Endless Aisles operations-related. This includes proactively managing the day-to-day interactions with retailers who are using our technology. You will be responsible for addressing questions, issues with orders, and coordinating with various stakeholders to deliver resolutions .

Customer Service Responsibilities

  • Communicate with retailers on a day-to-day basis primarily via Zendesk, but also e-mail or phone
  • Resolving/answering issues and questions to completion, and communicating resolutions to retailers clearly and concisely

Order Management Responsibilities

  • Develop understanding of key variables that affect order issues and identify drivers and solutions
  • Develop understanding of key contacts in org for escalation/delegation
  • Develop understanding of software(s) used to manage orders, customers, and communication 
  • Prioritize and organize tasks to ensure they are addressed in a timely manner

Key Skills Required:

  • Retail or wholesale experience (a plus!)
  • Experience or strong interest in customer management/success in a B2B environment
  • Experience learning operational processes quickly
  • Software understanding/experience
  • Problem solver who is resourceful 
  • A "do’er" who can work independently
  • Recognizes what they can do on their own, and knows when there is a need to escalate to other parties/departments
  • Attention to detail and the confidence to speak up when something looks off
  • Basic excel skills and proven interest to learn
  • "Jack/Jill of all trades" who is eager to learn about multiple areas of an exciting and innovative business

 

Our Values

Be...

Adaptive

Approach change with creativity, and craft resourceful solutions

Driven

Grow yourself and others by being curious about the world, and invested in your work. 

Accountable

Use data to drive decisions, and own the outcomes.

 

Know...

Your Phundementals

Listen to others, and always assert your view respectfully.

 

Compensation…

Package will be competitive commensurate with experience

If hired full-time, benefits include medical, dental and vision plans and 401K match

 

About the Office

Our Herald Square office has an open floor plan and lots of sun. You’ll have access to an impressive snack and refreshment counter, incredible coffee, and cold brew on tap. We are a passionate and diligent group that also makes time for weekly happy hours, breakfasts, lunches, and team events to celebrate goals.

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