Job Description

B2B CUSTOMER SERVICE REPRESENTATIVE

LOCATION: RANCHO CUCAMONGA, CA

TYPE: FULL-TIME MIN. EXPERIENCE: 3-5 YEARS

COMPANY OVERVIEW

MasonHub, Inc. is an innovative new provider of fulfillment technology and services founded in 2018 in Los Angeles. With experienced management and technical teams that understand the unique requirements of omnichannel fulfillment, our goal is to modernize the $150 billion 3PL industry with cutting-edge technology and unmatched hands-on service. MasonHub is backed by Canvas Ventures.

We built MasonHub from the ground up to support and scale rising, omnichannel brands that prioritize the customer experience. Rather than force retailers to adapt to outmoded and inefficient software, MasonHub is uniquely engineered to optimize inventory management and shipping. Our clients include disruptive activewear retailer Carbon38 and luxury size-inclusive e-commerce destination 11 Honoré.

POSITION SUMMARY:

Customer service is at the heart of MasonHub's operation. We are seeking an experienced professional with a background in 3PL, Wholesale, E-commerce, or CPG industries, with a familiarity of EDI/SPS systems.  As a Customer Service Rep, you will be responsible for working closely with external and internal customers to resolve issues, ensuring an efficient flow of communication between channels. You will work with your direct manager to prioritize escalated issues to meet SLA commitments. On our team, you'll have the support to excel at work and the resources to build a career you can be proud of. There is plenty of room to grow. 

THIS POSITION REQUIRES AT LEAST A 1-YEAR COMMITMENT BEFORE MOVING AROUND INTERNALLY AND IS NOT A REMOTE ROLE. YOU WILL BE REQUIRED TO BE IN THE OFFICE DURING WORKING HOURS.

Rancho Cucamonga Schedule: M-F or S-Th 9:00 am PST - 5:30 PM EST

DUTIES & RESPONSIBILITIES:

• Answer Incoming Requests within SLA guidelines
• Effectively communicate with all functional areas and facilities leadership.
• Strong understanding and knowledge of an OMS/CRM and WMS 
• Provide feedback to leadership on areas of improvement
• Ability to multitask in an extremely fast-paced environment.
• Investigates and resolves complex issues
• Follows all required SOP's
• Ability to work independently

THE IDEAL CANDIDATE SHOULD BE:

• Empathetic and Friendly with a Professional Demeanor
• Detail Oriented
• Computer proficient
• Punctual and Dependable
• Quick Learner
• Thrives In Fast Paced Environments
• Flexible
• Career Oriented

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficient in Microsoft Excel & Word applications.
• Zendesk, Customer or similar customer ticketing system
• At least 3+ years of experience operating inside of an OMS/CRM system
• Must be a team player with a strong work ethic

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Logistics Experience
• B2B/Wholesale customer service
• EDI/SPS

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