Customer Service Associate - Metro

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Full Time Clerical Union, NJ, US

7 days ago Requisition

Salary: $55,000.00 Annually

Summary of Position: The Customer Service Associate supports customers shopping for Fortune International’s premium food products online by assisting with orders, delivery questions, and account needs. This customer-facing role requires strong communication, organization, and attention to detail to manage inquiries across multiple channels and ensure issues are resolved efficiently. Working closely with the Ecommerce team and reporting to the Director of Ecommerce, this position plays a key role in delivering a thoughtful, high-quality customer experience.

Adaptability, sound judgment, and the ability to thrive in a fast-paced environment are essential, with culinary and Salesforce experience considered strong assets.

• Respond to customer inquiries via email, chat, and other digital channels in a clear and professional manner
• Assist customers with order questions, returns, refunds, exchanges, and billing issues
• Review and manage orders in the order management system, including tracking, backorders, and delivery concerns
• Troubleshoot basic technical issues related to logins, checkout, and account access
• Accurately document all customer interactions and actions taken
• Identify when issues should be escalated and route them appropriately
• Take ownership of customer issues through resolution
• Follow company policies while using sound judgment when exceptions are needed
• Communicate recurring issues or trends to management team to help improve processes and the customer experience

• High School Diploma or Equivalent
• Strong written communication skills with the ability to explain information clearly and calmly
• Comfortable working in multiple computer platforms simultaneously
• High attention to detail and accuracy
• Naturally inquisitive with proactive problem-solving abilities
• Strong problem-solving and time management skills
• Team player with the ability to collaborate effectively across all levels of the organization
• Capable of embracing new technology
• Ability to manage a high volume of inquiries while maintaining quality
• Reliable, organized, and able to meet response time expectations
• Previous customer service experience, preferably in an e-commerce or order-based environment
• Microsoft 360 – Excel experience
• Call center experience
• Culinary experience

Fortune Fish & Gourmet is an equal opportunity employer.