Customer Service Associate - Outdoor Recreation BioLite Inc.
THIS JOB HAS EXPIRED HOURS: Full-time
LOCATION: Brooklyn, New York
REPORTS TO: Director of Marketing
COMPENSATION: Salary is competitive with other early-stage startups, including benefits.
BioLite is a funded startup that develops, manufactures, and markets distributed energy solutions for offgrid communities around the world. Our first products are clean-burning, wood fueled cooking stoves
capable of converting their own waste heat into electricity to charge electronic devices. Our business
serves two distinct markets, 1) developing world families living in energy poverty, and 2) outdoor
enthusiasts seeking fuel-independent cooking and charging. Currently in a growth year, it is an exciting
time to be a part of the organization with all employees playing a role in shaping the culture and future of
OPPORTUNITY TO MAKE AN IMPACT:
BioLite is looking for an experienced self-directed Customer Service Associate to join the creative and
dedicated team of professionals working to improve global health and environmental impact. You will
manage a variety of logistical and communicative tasks involving the BioLite customer base and reinforce
the BioLite brand by serving as a positive and helpful first point of contact. BioLite receives hundreds of
inquiries daily from a variety of stakeholders and it is the responsibility of the Customer Service Associate
to filter, prioritize, and develop a sustainable method of communication to serve these audiences. You will
work closely with both the E-Commerce Manager and the Director of Marketing to ensure that customers?
needs are being met, orders are fulfilled smoothly, and noteworthy patterns or trends are brought to the
attention of the broader team. You will be located in our Brooklyn headquarters, a lively office of smart
and fun people working on exciting and fast-paced projects.
? Customer Communications ? Respond to customer inquiries, requests, complaints in a timely
and appropriate manner via the firstname.lastname@example.org account and support helpline. This
includes but is not limited to: general inquiries, order status requests, product usage questions,
defective unit reports, etc. Build and maintain positive relationship with user base and reinforce
the value of biolitestove.com e-commerce property through excellent customer service. Refer
customers to helpful resources, answer FAQs, and keep a running tab of identified patterns and
opportunities for large-scale communications and outreach. Handle low-level conflicts and
disputes directly and escalate issues up the chain as needed.
? General Inbox Management ? Oversee email@example.com general inbox account and
direct emails to appropriate members of BioLite team (Marketing, Sales, Engineering, etc).
Develop filtering system to ensure priority communications make their way to the top.
? Order Processing Control ? Daily monitoring of incoming orders: screening for potential fraud,
working with e-comm manager on payment gateways, manual management of problematic or
special orders, updating order status for 3PL fulfillment integration
? Shipping Troubleshooting? Maintain log of shipping errors, issues, and return authorizations;
work directly with 3PL to clarify and rectify problems; communicate resolution in a timely manner
with customer.? Chargebacks & Dispute Management ? Monitor disputes via PayPal account and reconcile
outcomes and updated information in e-commerce platform
QUALIFICATIONS AND EXPERIENCE REQUIRED:
? Belief in BioLite?s mission and vision and a passion for the outdoors
? Minimum of 2 years in customer service, account management, or related field
? Excellent communication skills, both written and verbal
? Unfazed by a variety of customer personalities, met with a constructive and positive response
? Able to manage multiple projects, work independently, set priorities, and meet deadlines
? Accountability, sense of humor, proactive nature and work ethic ? startup experience a plus
? Logistical experience: fulfilling orders, handling returns, etc a must
? Comfortable working in a startup environment ? and a sense of humor always helps
? Email inbox management: setting up filters, labels, re-directs, etc
? Highly competent in Excel, CSV, & Word files
? 3PL experience
? Understanding of front end and back end web technology and storefronts
||Brooklyn, NY |
THIS JOB HAS EXPIRED
Half the planet still cooks on indoor open wood fires and the toxic smoke they emit kills nearly 2 million people every year, twice as many as malaria. Previous efforts to address indoor smoke with clean cookstoves have failed to achieve the smoke reductions necessary to protect health and have also failed to catalyze consumer demand due to minimal functionality beyond that of a traditional open fire. BioLite has developed an advanced, affordable, clean burning stove that combines unprecedented emissions reductions with economically valuable electricity generation.
Our first products are capaInvestors: Acumen Fund
, Rose Park Advisors LLC
, White Road Investments All Jobs: at BioLite Inc.
|Headquarters:||65 Jay Street|
Brooklyn, NY 11201
|Industry:||Cleantech / Energy|
|Company Profile:||ABOUT BIOLITE:
BioLite is a dynamic social enterprise that develops, manufactures, and markets consumer energy products for off grid communities around the world. The company creates breakthrough cooking, charging, and lighting solutions for both outdoor enthusiasts as well as rural families living in energy poverty. It is the recipient of numerous awards including the St. Andrews Prize for the Environment, Popular Science Best of What's New, Nokia Health Tech Awards, and Fast Company Innovation by Design Awards. Headquartered in Brooklyn, NY, the company was founded in 2009 by Jonathan Cedar and Alec Drummond. It is a proud member of the Global Alliance for Clean Cookstoves.|
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