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Customer Service & Order Management

Come join our team!

Job: Customer Service & Order Management

Organization: Adoorn (www.adoorn.com) is a line of mailboxes & package boxes that are lockable, large capacity, weatherproof and come in a variety of cool colors. What people receive in the mail has evolved, yet the mailbox hasn't changed in 40+ years.

Adoorn believes everyone should have peace of mind that your deliveries are safe, and that your mailbox should bring a smile to your face every time you see it.

Adoorn launched in Chicago, IL in 2023 and we are growing quickly—this is going to be a fun next couple of years! We are a competitive group, who works hard and helps each other. We empower people to “own” their responsibilities and have a voice in the the brand. We are building a team.

Job Summary:

Serve as the primary point of contact for Adoorn’s customers & prospective customers asking questions. You will engage with customers (listen, respond, and so forth) utilizing email, telephone and our online chat platform, across social media platforms, D2C and retail customers.

Job: Full time

Compensation: $50,000 / yr

Apply to: customerservicejobs@adoorn.com

Responsibilities:

  • Interact with customers by answering questions received by email, within our online chat platform and by phone.
  • Respond to inbound requests across multiple sales channels: D2C, social media platforms and various retail customer systems.
  • Respond promptly to customer inquiries while maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Utilize our customer service software to keep records of customer interactions, transactions, comments, and complaints.
  • Order Management: Process mis-shipped orders, returns or warranty exchanges. Interact with our warehouse if any order issues may arise which need additional information or tracking.
  • Social Media Response: Community manage Adoorn’s social media presence on platforms, such as Instagram, Facebook, LinkedIn, YouTube, Pinterest, and Twitter by responding & engaging our audience.
    • Respond to comments on organic social posts, social paid ads & DMs across all our social channels. Monitor for inappropriate comments. Acknowledge and work professionally to resolve any customer order or product issues.
  • Learn our products inside and out so that you can answer questions. Utilize internal resource documents for repetitive questions and work with other team members to track down information not readily available.
  • Identify and provide feedback to management on ways to improve efficiency of the customer service process and help other team members create a better consumer experience by sharing learnings from your dealing with our customers & prospective customers.
  • Help other team members, as needed, on company tasks which arise that everyone (including the CEO) needs to “pitch in”.

Work Hours and Benefits:

Full Time Position. Monday through Friday, from 9 am to 5 pm.

This position will primarily be on-site at our office in the River North neighborhood of Chicago with some work from home flexibility when needed.

Paid Vacation and other perks

Qualifications and Skills:

  • Outgoing personality with strong listening, communicating, and customer service skills; including the ability to stay calm when customers are stressed or upset.
  • Very strong with a computer and comfortable answering phone calls. Able to quickly respond and then document customer service calls efficiently and with detail.
  • Hard worker who completes tasks on time and can prioritize various work projects.
  • Comfortable problem solving while also creating an enjoyable experience for our customers.
  • Works well with others and helps foster a supportive work environment.

Education and Requirements:

  • College degree is preferred but not required
  • 1+ year customer service (in some form) experience is required