Customer Service Specialist, Dionis

Who We Are

Dionis

Dionis is the leading goat milk skincare brand in the US.

We focus on bath & body essentials, providing high-quality goat milk products that are safe and consistent for our customers.

Summary of Position:

Understand the customer's problem and troubleshoot it with an optimal and effective solution providing the highest level of customer service.

This role is essential for ensuring accurate and timely processing of customer orders, enabling smooth logistics and fulfillment across various order types.

It exists to deliver outstanding customer support by handling inquiries, resolving issues efficiently, and sharing product expertise to uphold satisfaction.

Additionally, the role strengthens departmental effectiveness by maintaining detailed records, updating SOPs, and collaborating with internal teams to support seamless operations and inventory accuracy.

This is an onsite position located at 1993 County Line Road, Warrington, PA.

This position will be working 5 days / 7:30am to 4:30 pm.

Essential Functions:


* Manage and process all customer orders with a focus on accuracy and timely delivery, ensuring that logistical workflows are followed.


* Coordinate and execute order fulfillment, including managing backorders, no-charge orders, and retail subscription orders.


* Develop, maintain, and update SOPs to ensure accurate and consistent processes within the department.

Regularly review SOPs to reflect best practices and operational changes and ensure all team members adhere to these documented procedures.


* Log all customer interactions, issues, and resolutions into Salesforce to ensure accurate records and data tracking for department metrics.


* Communicate with customers via email, chat, and phone to address inquiries, concerns, and resolve issues related to order status, shipping, or product availability.


* Handle customer complaints, returns, and exchanges by coordinating with the logistics team to ensure prompt, satisfactory outcomes, while providing professional, timely service and adhering to company policies and logistical procedures to maintain customer satisfaction.


* Track and manage incoming calls, voicemails, chats, and emails, ensuring timely follow-up and issue resolution.


* Maintain accurate active stock levels across various portal order platforms by regularly updating availability, collaborating with internal teams to resolve discrepancies.

Communicate any delays or logistical challenges promptly to customers, supporting seamless order processing and preventing overselling.


* Ability to pivot and adapt to an ever-changing environment, handling shifting priorities, new processes, and unexpected customer needs with a positive and solution-oriented approach.

This includes being open to learning new tools, adjusting to updated procedures, and staying responsive to changes that support team efficiency and customer satisfaction.


* Maintain accurate and up-to-date cus...