Job Description

Part Time Customer Service Associate - work with an eCommerce online company! JDI Distribution® www.jdidistribution.com - www.bakell.com - www.brewglitter.com - www.bbqthingz.com Since 2016, The JDI Distribution has been the comprehensive eCommerce, eRetail eWholesale destination for passion-driven baking products, edible glitters other food brands. With unique and innovative brands such as Bakell, BBQthingz, Krazy Sprinkles, Smokin Grill' BBQ, Tinker Dust and Brew Glitter to name a few, JDI has successfully created and scaled market-leading companies, empowering a lifestyle of self-expression creativity one individual at a time. With over 500,000 products shipped and one of the USA's largest assortment of edible glitters, luster dusts and edible sprinkles (plus all of your other kitchen, baking, BBQ other food or decorating products), we make it easy to make choices our customers can trust! We deliver a quick, convenient, and hassle-free shopping experience!

Job Description; We are a local eCommerce/ eRetail company located in the Redlands/ Loma Linda area and are in need of a part-time Customer Service Associate for mostly weekends with potential for full time during peek seasons and holidays if desired. This position will handle live chats, phone calls, emails, etc via our ticketing software. Our company is growing fast, and you can grow with us! As a customer support rep for JDI, you’ll act as the front-line! We are looking for product experts (we’ll help train) who can provide high-level phone, email and live chat support to our customers. So we need someone who is a fast typist, great on the phones and can handle working with customers via "Live Chat" to help customers find what they are looking for on one of our websites! You’ll resolve customer inquiries, provide support for customers who have placed orders placed on our website(s), troubleshoot product issues, and assist customers with any and all questions they might have. On a typical day you will;

• Answer incoming customer service phone calls, emails & live chat
• Help customers troubleshoot their shipping & product questions
• Educate customers how to use our products
• Up-sell products and/ or cross sell products over the phone
• Respond to customer inquiries via Zoho CRM & Zoho Desk
• Enter orders for customers in Zoho, Shopify or Ecomdah, Amazon, eBay, Etsy, etc What you need;
• Strong computer skills & fast typing skills (most of our customers respond via "email" or "live chat")
• Strong critical thinking and problem solving skills. You’ll need to be able to use your judgement to solve every customer’s problem, whether it’s a question about a product we sell or a missing UPS package.
• Excellent communication skills, both written and verbal. You’ll need to be able to keep your cool during stressful customer interactions. A pleasant, friendly, and helpful phone demeanor is a must. Great email writing skills are 100% required.
• Ability to multi-task. You will need to look up information in multiple systems while conversing with customers.
• Strong follow-through and attention to detail are critical.
• A sense of urgency and ability to prioritize tasks.
• A high level of patience is required. You’ll need to walk customers through troubleshooting steps, help identify specific products, determine what product a customer is looking for, and help customers navigate our website.
• A desire to be part of a team—we all are willing to help each other. We need a team player who will pitch in wherever is needed. Who We Are Looking For; We are looking for candidates who are eager to learn and grow with us! We expect our employees to be detail oriented, professional, punctual, serious about their work, and have dependable attendance. Please live in or near the Loma Linda, Riverside, Redlands, Yucaipa, Calimesa, or San Bernardino, etc area(s) as our office is in Loma Linda, CA right off the 10 Freeway and this is an "in-office" position. How You Will Make an Impact;
• Handle full cycle tickets resolution - review ticket, investigate and resolve, provide resolution to customer via email, outbound call or live chat to ensure full understanding and customer satisfaction
• Work cross-functionally to investigate individual employee cases
• Become a subject matter expert on our brands & products (edible glitter, baking, cake decorating & more) * Capture customer insights/feedback to be shared with our product team to improve the User Interface and User Experience What You Bring to The Table; Have strong experience as a customer service associate customer service team member Strong customer service trainer and developer of people Working experience in well organized customer service contact centers/ call centers Experience in customer support, client services, live chat and/ or email/ phone support Proficiency in an omni-channel/ multi-channel environment consisting of phones, live chat and email Demonstrated critical thinking and problem solving skills so you can quickly help customers resolve issues Work well under pressure in a fast-paced environment Quick learner and self-starter excited to take on new challenges Enjoys collaborating cross functionally with other departments; working as part of a team interacting with different personalities Bonus Points for; Customer support and client facing experience Working for Startup brands Have call center experience Have experience tracking orders/ packages in CRM Experience working in well-organized contact centers - we need someone that can bring "processes" to the table Knowledge of Zoho and/ or other common customer support/ ticketing software such as Salesforce, Zendesketc The ideal candidate is someone who enjoys trouble shooting, researching, and helping customers! Job Summary; This position starts at $15.00/ hr + 401k benefits/ health + dental insurance/ vacation. Customer Service Rep will work mainly weekends with an opportunity to grow within the company! If you’re motivated and productive, have experience working as a customer service rep, inside sales person and/ or worked as a CS team lead in a call center and want to grow, apply today - we are hiring right now! Qualified candidates should submit a resume ASAP! Benefits;• JDI Distribution® is an Equal Opportunity Employer • Contact Name: HR Department • Wage: $15.00/ hr + 401k benefits/ Health insurance/ dental benefits • Location: Loma Linda, CA • Employment Type: Part-Time, (Weekends) • Job Type: Customer Service Associate • Manages Others: N/A

Company Description

JDI Distribution is an industry leading eCommerce manufacturer and wholesaler of CPG (consumer product goods) in the food & beverage space. As a growing internet retailer and wholesale/ distributor, we manufacturer, distribute, export and are a wholesaler of premium food brands & consumer products supported by award winning customer support. Since 2015, JDI Distribution has built new brands, launched new food products, on-boarded new distribution partners & connected our products with new wholesalers, retailers, distributors, buyers & sellers worldwide - and we're still looking for more! Collectively, our group of brands have shipped over 3,000,000+ products and counting worldwide.