Customer Service Rep - Kings Road Merch
Job Description
- Hands-on experience with Shopify or other e-commerce platforms.
- Experience with helpdesk tools (e.g., Zendesk).
- Spanish language skills.
- Act as primary point of contact for KRM customer service inquiries.
- Respond to customer support emails and phone calls quickly.
- Create and update customer support cases with appropriate resolutions.
- Enter and administer refunds, cancelled orders, or customer exchange needs.
- Coordinate with Warehouse and receiving team for restocking and inventory updates.
- Collaborate with production and warehouse for quality control.
- Work with the webstore team on new launches.
- High school diploma or equivalent.
- 1+ year of experience in customer service (e-commerce or brick and mortar).
- Familiarity with artists in a variety of musical genres.
- Strong communication and organization skills.
- Inclusive, collaborative, and global community.
- Modern office environment fostering productivity and creativity.
- Opportunities to connect with Counsel of Equity & Progressive Action (CEPA).
- Comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching.
- Voluntary benefits like company-paid identity theft protection, resources for pets, mental health and meditation resources, industry-leading fertility coverage.
- Fully paid leave for childbirth or bonding, fully paid leave for caregivers.
- Programs for loved ones with developmental disabilities and neurodiversity.
- Subsidized back-up child and elder care.
- Reimbursement for adoption, surrogacy, tuition, and student loans.
- Investment in professional growth and development.
- Time off for a winter recess.
The Orchard is a leading full-service music distribution company operating in 48 markets worldwide and servicing top global independent artists and labels. With cutting-edge operations and an unparalleled global team, The Orchard partners with clients to provide full scale solutions across a variety of verticals. Championed by an exceptional community of music lovers and experts, The Orchard empowers creators to grow and evolve in the dynamic, global industry.
The Orchard focuses on providing a comfortable, social, and engaging environment to encourage productivity and creativity.
Kings Road Merchandise is looking for a Customer Service Representative. A successful candidate for this position is an organized, punctual, and detail-oriented person excited to be part of a growing company in an exciting industry. The Customer Service team plays a critical role in answering questions and solving problems for the biggest fans of our clients and is on the front line of ensuring fans are responded to respectfully. We pride ourselves on quick, friendly communication and have a long history of promoting from within and offering pathways for career growth.
What You'll Do
- Act as primary point of contact for KRM customer service inquiries
- Respond to customer support emails and phone calls quickly.
- Create customer support cases and update with appropriate resolutions
- Forward or escalate customer support cases as needed
- Responds to social media account support cases daily
- Enters and administers refunds, cancelled orders, or customer exchange needs.
- Responsible for restocking and updating inventory for returned merchandise in coordination with Warehouse and receiving team.
- Collaborates with production and the warehouse team to ensure quality control needs are always met.
- Works with the webstore team on new launches to ensure all questions are quickly answers as a campaign progresses from launch to delivery.
Who You Are
- High school diploma or equivalent
- 1+ year of experience in customer service – either e-commerce or brick and mortar.
- Familiarity with artists in a variety of musical genres
- Hands on experience with Shopify or other ecommerce platforms preferred, but not required.
- Experience with helpdesk tools (i.e. Zendesk, etc) preferred, but not required.
- Strong communication and organization skills
- Self-motivated – for a curious person willing to learn new things, customer service hits every aspect of the company.
- Spanish skills preferred, but not required.
What We Give You
- You join an inclusive, collaborative and global community where you have the opportunity to channel your passion every day
- A modern office environment designed to foster productivity, creativity, and teamwork empowering you to bring your best
- Opportunities to connect with our valuable resources, such as our Counsel of Equity & Progressive Action (CEPA), a group created by our employees tasked with developing and implementing innovative solutions to advance a globally-shared goal of ensuring fair and inclusive spaces for all
- An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
- Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans
- Investment in your professional growth and development enabling you to thrive in our vibrant community.
- The space to accelerate progress, positively disrupt, and create what happens next
- Time off for a winter recess
The Orchard is committed to providing equal employment opportunity for all persons regardless of age, disability, national origin, race, color, religion, sex, sexual orientation, gender, gender identity or expression, pregnancy, veteran or military status, marital and civil partnership/union status, alienage or citizenship status, creed, genetic information or any other status protected by applicable federal, state, or local law.
