Job Title: Customer Care Specialist and Warehouse Support
Location: Snuggle Me Organic warehouse, White Bear Lake, MN
Start Date: ASAP
Hours: Full time - 40 hours/week

Position Summary:
The highest priority of this role is to ensure that all Snuggle Me Organic customers (whether they be past, present, or future) are heard and well taken care of in a manner that demonstrates the Snuggle Me Customer Care Values. This individual will work closely with two other Customer Care teammates, the Wholesale team, and the Warehouse team on a daily basis, and will be 80% warehouse based and 20% WFH.

Roles and Responsibilities:

- Responds to customer emails and ensures all issues/concerns are fully resolved

- Stays in frequent communication with Care teammates, Warehouse team, Wholesale team and Marketing team

- Files UPS claims as needed

- Responds to Instagram DMs and to comments on SMO’s feed, comments on customer photos (**only photos that comply with SMO safety standards)

- Supports Wholesale team as needed with customer care issues via our third party retailers

- Responds to Amazon messages within 24 hour window

- Answers SMO phone calls and responds to text messages

- Mails 2+ handwritten thank you cards each week

- Acts as liaison between Care teammates and Warehouse team on resolving issues related to pulling cancelled orders, changing shipping addresses, contacting customers about oversold products, processing refunds/exchanges, etc.

- Participates in weekly Care team call to receive SMO updates related to Care and shares feedback on recurring issues, product/quality concerns, asks questions regarding Care procedures and special situations, etc.