Boll & Branch is looking for an exceptional Associate to join the Customer Experience team. This role will build relationships with our customers and drive lifetime value.

Since our launch in 2014, Boll & Branch has been one of the fastest-growing consumer brands in the world and we're looking to grow even faster. You are the ideal candidate if you are obsessed with our customer and our category, positive, energetic, and endlessly resourceful. We want someone who is motivated by learning and ready to take on a variety of responsibilities to grow at Boll & Branch, no task is too small or too big!

This team sits at the heart of the entire company and has a pulse on our most important asset - our customer. As we expand into new categories and verticals, this function will become increasingly more important. Quite simply, the Boll & Branch Customer Experience team plays an irreplaceable role in our success as a company and is a crucial part of everything we do from marketing to operations. The perfect associate aspires to be a fantastic advocate for our customer, delivering superior service and delighting people. If making people happy is something you love to do,  you'll love this job.

WHAT YOU'LL DO:

• Engage with customers across multiple platforms (email, phone calls and chats) which might include placing orders, inventory checks, order status, delivery status and overall general questions
• Maintain exceptional relationships with our customers and cater to their needs, personalizing and engaging during every interaction
• Investigate lost or delayed orders by tracking shipment paths via FedEx, USPS and UPS 
• Process returns shipped to HQ and provide reporting and visibility as needed 
• Partner with the customer insights team to surface customer feedback
• Partner with the retention team to execute marketing campaigns
• Work cross functionally to identify issues, solve problems and share communications

YOUR GOALS:

• Maintain department SLA and overall budget
• Manage personal customer satisfaction score through continuous relationship building

REQUIREMENTS:

• Associates Degree preferred 
• No experience necessary (entry-level) but retail background is a major plus! 
• Truly love being with and around people -- and others should feel the same way about you
• Want to be a part of a high-energy startup culture and add to it -- smiling a lot is a huge plus!
• Learn Boll & Branch's social mission and be inspired to be a part of what we're doing
• Be incredibly organized and able to juggle many projects simultaneously... with a smile!
• Experience with Zendesk & Shopify or similar software is a major plus
• Possess a high processing speed and operate with a sense of urgency
• Have an Entrepreneurial spirit and be generally awesome!
• Love a great challenge, be ready to learn and have a `no task is too small' attitude

THE COMPANY:

When Scott & Missy decided to redecorate their bedroom 5 years ago, they started asking questions about how bedding was produced, where it was made, what thread count meant, and were appalled by the answers. So they decided to start a new textile company, one that was better for the planet and people. Today we are the biggest importer of fair trade organic cotton and the leading DTC brand for selling the softest sheets. We have grown our assortment from one sheet set to over 300 home items (including a mattress that is handmade in the US). 

In 2019, we raised $100M from L Catterton, a leading consumer goods private equity fund to propel our growth. We also launched a partnership with Nordstrom in 23 locations to reach our customers everywhere they shop.

Please check out our Impact Report to learn a little bit more about the impact we have had on the planet.

Boll & Branch LLC is an Equal Opportunity Employer.

Please, no recruiters. Applications will only be accepted via the apply link on this page or by visitingbollandbranch.com/jobs.