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Customer Service Agent (On-Site)
Job Description
Provide accurate, friendly customer service in a timely fashion. Respond to a minimum of 160 tickets a day. Triage issues and respond appropriately to issues of greater importance.Facilitate business development and client referral goals by actively cross-selling and referring customers.
Handle customer inquiries and complaints by providing appropriate solutions, troubleshooting and alternatives including but not limited to warrant.
Communicate any trending issues or problems to team. Documenting order fulfillment KPIs.
Troubleshoot problems with shipments, products, and ordering. Monitor order and return flow. Follow communication procedures, guidelines and policies.
Advise consumers on return process for defective claims and assist with processing eligible replacements.
Provide feedback to the upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward.
Qualifications
1-2 years of experience of Customer Service experience using phone, email, and chat in and e-commerce company is a plus.
Familiarity with Zendesk, Shopify, and NetSuite is highly desired.
Experience performing extensive research to resolve complex customer inquiries.
Strong customer service and office administrative skills and proficiency with Microsoft office applications required.
Supportive, positive attitude with a professional demeanor applied to all tasks.
Strong command of the English language.
Ability to handle challenging customer interactions via chat or email.
Benefits
Medical, Dental, Vision, Life Insurance401k plan
Additional Opt-In Insurances
Work/Life Balance
PTO + Sick Time Pay
Mechanical Engineer (On-Site)
Job Description
Utilize engineering, technology, innovation knowledge and processes to create meaningful and high-performing products which help make our customers feel their most beautiful and truest selves.Convert existing design information and requirements into working drawings using CAD (computer-aided design) including geometric, dimension, & tolerancing (GD&T) specifications
Create technical data packages for each new product including but not limited to product specifications, bills of materials, performance and testing requirements, plans for achieving proof of compliance, drafting two-dimensional drawings and three-dimensional models.
Lead creation of technical specification database within a Product Lifecycle Management (PLM) structure.
Prepare prototypes designs, testing plans, and cost estimates for materials, equipment, and/or labor.
Write and maintain operating procedures and standards
Analyze test results to identify potential design improvements and simplification
Research materials for future design opportunities and usage
Ensure manufacturing of products meets local, state, and federal manufacturing standards including OTC, GMP, Prop 65, REACh, and UL Std 859 .
Support communication of requirements to vendors including phone/video calls and travel (including internationally).
Participate in ideation process for new SKU’s, as well as weekly/monthly reviews of product development schedules.
Coordinate with other functions (product development, supply chain, quality, manufacturing) to align goals and drafting outputs with business needs.
Preferred Qualifications
Past experience with Product Lifecycle Management (PLM) software (i.e. Siemens TeamCenter or equivalent)
Capable of creating electrical manufacturing drawings including PCB wiring diagrams
Programming experience
Experience designing for prototyping and/or additive manufacturing
Experience with consumer goods products
Past Lean Experience / Certifications
Fluency in Chinese (Mandarin) or Spanish
Skills Needed
Drafting software/CAE, especially for complex electro-mechanical assemblies
General Dimensioning and Tolerancing (GD&T)
Knowledgeable in the machining and fabrication process
Product validation
Works effectively through ambiguity and pressure
Statistical validation of design changes
Engineering change management
New Product Development
Design for Manufacturing
Data analysis
Benefits
Medical, Dental, Vision, Life Insurance401k plan
Additional Opt-In Insurances
Work/Life Balance
PTO + Sick Time Pay