Experienced Customer Experience Representative – Delivering Exceptional Service and Driving Business Growth for blithequark's Supplies Vertical

Welcome to blithequark At blithequark, we're driven by a passion to empower local independent restaurants with the technology, services, and collective power they need to thrive in a rapidly changing market. Our mission is built on the belief that these businesses deserve all the advantages of major franchises without compromising their independence. With a strong foundation in the pizzeria industry, we've expanded to support tens of thousands of restaurants, helping them better serve their digitally minded customers and build lasting businesses. About the Challenge One of the significant challenges facing local independent restaurants today is accessing affordable, high-quality supplies. These businesses often pay higher prices than franchises and are forced to use outdated systems to place and receive orders. blithequark's Supplies vertical, known as "The Goods," is designed to solve this challenge by providing local pizzeria owners with the ability to order high-quality supplies at unmatched prices, on demand, in just a few clicks. The Role: Customer Experience Representative We're seeking a highly skilled and motivated Customer Experience Representative to. As a key member of our Supplies team, you will be responsible for delivering exemplary service and ensuring the best partner experience for shops purchasing supplies from blithequark. This role involves both inbound and outbound communications, managing relationships with existing Supplies customers, and partnering with Supplies operations leads to help partners track existing customers, take orders, upsell and cross-sell customers, and assist customers with reorders based on their buying patterns and preferences. Key Responsibilities: Make outgoing supplies reorder calls and handle incoming reorder calls for The Goods across our markets, ensuring timely and effective communication. Upsell customers onto additional supplies products and introduce them to other blithequark products, such as Smart Buttons and OBM, to enhance their business operations. Maintain detailed records of existing customer preferences, including their ordering schedules and product preferences, and flag customers who are at risk of churn. Address partner complaints related to our products, offering the best solution on the first contact and routing them to the Dedicated Account Managers when necessary. Identify opportunities for improvements and provide product feedback and new recommendations based on requests from restaurants, contributing to the continuous enhancement of our services. Day-to-Day Operations Your daily tasks will include managing processes on Shopify for the Supplies team, updating data for new and prospective customers in Salesforce, ensuring all communication is logged, and maintaining accurate information and attached documents. As part of a team that values creative teamwork and collaboration, you will be expected to answer customer inquiries, respond to, delegate, and prioritize all partner text communication (SMS, Chat, Email). Your primary goal will be to contribute to a "play to win" mentality and approach each day with a positive attitude, driving success for both our customers and blithequark. Essential Qualifications: Proven verbal and written English skills, with a minimum C1 level, to effectively communicate with customers and internal teams. Demonstrated ability to manage listings efficiently and prioritize tasks to meet deadlines. Proficiency in Google Docs and Excel, with the ability to quickly learn new software (MS Office, Google, Apple, Yelp) and adapt to our technology stack. A team-oriented mindset, with flexibility to support market leads as needs arise, ensuring seamless collaboration across departments. A bachelor's degree, indicating a strong educational foundation and commitment to personal development. Self-motivation and the ability to work independently once onboarded, with stellar time management skills to recognize and focus on high-priority tasks. Prior sales experience is highly desirable, as it indicates a strong understanding of customer needs and the ability to drive business growth. Preferred Qualifications: Experience in customer service or a related field, with a proven track record of delivering exceptional customer experiences and driving customer satisfaction. Knowledge of the restaurant or food service industry, providing valuable insights into the challenges and opportunities faced by our customers. Familiarity with Shopify, Salesforce, or similar platforms, enabling you to hit the ground running and contribute to process improvements. Career Growth and Learning Benefits At blithequark, we're committed to the growth and development of our team members. As a Customer Experience Representative, you'll have access to comprehensive training upon starting your role, ensuring your success within the team. Our company structure encourages career development, with a strong career path in sales that recognizes and rewards hard work and dedication. You'll also be part of a wellbeing and learning and development program, designed to support your personal and professional growth. Work Environment and Company Culture Our work environment is built on open communication, transparency, and a passion for our mission. We're a team obsessed with ping pong tournaments, pizza Fridays, and summer parties, believing that a positive and enjoyable work environment is key to our collective success. As an Equal Opportunity Employer, we embrace diversity and are proud members of the Diversity Mark NI initiative as a Bronze Member, committed to creating an inclusive workplace for all. Compensation, Perks, and Benefits While specific details of our compensation package will be discussed during the hiring process, we offer a competitive salary and a range of benefits designed to support your wellbeing and career growth. These include, but are not limited to, comprehensive health insurance, retirement plans, and generous paid time off, ensuring you have the support you need to thrive both in and out of the workplace. The Hiring Process The hiring process for this role is expected to take approximately two weeks to complete and will include the following steps: Application: including your resume and a cover letter, to express your interest in the Customer Experience Representative position. 20-minute video call with a recruiter: This initial screening will help us get to know you better and assess your qualifications for the role. 30-minute 1:1 with the Hiring Manager: A more in-depth conversation to discuss your experience, skills, and fit for the position. 30-minute 1:1 with the VP, The Goods: A final interview to align on strategic vision and how you can contribute to the success of our Supplies vertical. Please note that we use Google Meet for our interviews and are happy to provide training on Google Suite products if needed. Conclusion If you're a motivated and customer-focused individual looking to join a dynamic team that's making a real difference in the lives of local independent restaurants, we encourage you to apply for the Customer Experience Representative role at blithequark. With your skills, experience, and passion for delivering exceptional service, you can play a critical part in driving business growth and success for our customers and our company. and take the first step towards an exciting and rewarding career with blithequark! Privacy Notice Statement of Acknowledgment When you apply for a job on this site, the personal data contained in your application will be collected by blithequark. blithequark is committed to keeping your data safe and secure. Once we have received your personal data, we put in place reasonable and appropriate measures and controls to prevent any accidental or unlawful destruction, loss, alteration, or unauthorized access. If selected, we will process your personal data for hiring/employment processes, as well as our legal obligations. If you are not selected for the job position and you have given consent, we will store and process your personal data and submitted documents (CV) to consider eligibility for employment up to 365 days (one year). You have the right to withdraw your previously given consent for storing your personal data and CV in the blithequark database considering eligibility for employment for a year. You have the right to withdraw your consent at any time. For additional information and/or exercise of your rights to the protection of personal data, you can contact our Data Protection Officer at [email protected].