CUSTOMER EXPERIENCE AND FULFILLMENT SPECIALIST- E-COMMERCE

Antique Rose Emporium Company Values and Mission Company Value Statement

The Antique Rose Emporium strives to be an efficient, customer-oriented business. We are excellent communicators and joyfully work as a team. We believe in education, not only for ourselves, but for our customers and the communities we serve. We honor our workplace and community relationships, treat others with respect, and act with integrity. Company Mission Statement

At the Antique Rose Emporium, we strive to educate people on horticulture, gardening, and, of course, all things roses. We are dedicated to inspiring gardeners, as well as our community, offering a diverse array of roses, and fostering a renewed passion for nature. About Us: Antique Rose Emporium is a premier destination for garden enthusiasts and those seeking unique and timeless botanical treasures. Our commitment to exceptional customer service and sustainable practices sets us apart. We are passionate about creating memorable experiences for our customers and are looking for a dedicated and enthusiastic individual to join our team as a Customer Experience Specialist. Job Overview The Customer Experience and Fulfillment Specialist is a key member of the Antique Rose Emporium’s e-commerce team. This role combines customer service, order management, shipping coordination, and technology utilization to ensure a seamless shopping experience for our customers. The ideal candidate is proficient with ERP software (NetSuite), Shopify, CRM systems, and specialty printers. They should be detail-oriented, flexible during seasonal peak times, and motivated to provide high-quality service that reflects the standards of Antique Rose Emporium. This position requires excellent communication skills, a proactive problem-solving approach, and the ability to balance customer care with operational accuracy. Responsibilities Customer Service Provide exceptional customer support via phone, email, and chat, ensuring a positive and professional experience. Educate customers on product features, benefits, and care instructions. Assist with product selection, navigation of the online store, and troubleshooting payment or account issues. Resolve customer complaints with empathy; exercise authority to issue replacements, credits, or escalate as needed. Build and maintain strong customer relationships by providing knowledgeable, consistent support. Order & Inventory Management Accurately process and manage customer orders through Shopify and NetSuite ERP. Prepare shipping documentation and labels using specialty printers. Ship hardgoods (tools, garden products, and non-plant items) as a primary responsibility, ensuring timely and accurate delivery. Monitor and reconcile inventory to ensure product accuracy and availability. Track sales metrics, product performance, and customer preferences; provide actionable insights. Conduct quality assurance checks for order accuracy and packaging standards. Ensure shipping timelines are met and coordinate with carriers to resolve delivery issues, particularly important when handling live plants. Complete agriculture permits and related shipping documentation in a timely and accurate manner to ensure compliance with state and federal regulations. Technology & Tools Maintain detailed records of customer interactions and purchase history within CRM systems. Leverage CRM data to identify and target high-value customers for loyalty programs and promotions. Utilize chatbots, auto replies, and workflow tools to streamline customer communication. Research and recommend new applications to improve efficiency and enhance customer experience. Stay updated on e-commerce technologies and recommend solutions that optimize workflow. Sales Support Provide personalized recommendations and upsell additional products when appropriate. Collaborate with the sales team to resolve complex product-related inquiries. Support promotional campaigns by ensuring accurate product availability and fulfillment readiness. Monitor demand trends and proactively communicate stock availability to the sales and fulfillment teams. Team Collaboration & Communication Work closely with colleagues across sales, fulfillment, and growing departments to ensure smooth operations. Collect, analyze, and share customer feedback with management to drive service and process improvements. Participate in training on new products, systems, and customer service practices. Adapt to seasonal peaks by prioritizing tasks and assisting other team members as needed. Qualifications Experience Previous experience in customer service and/or e-commerce required. Experience with ERP order management (NetSuite preferred) and inventory management a plus. Familiarity with Shopify or similar e-commerce platforms strongly preferred. Skills Excellent written and verbal communication. Strong interpersonal skills with the ability to build rapport with customers and colleagues. Calm, solution-oriented approach to problem solving. High attention to detail and organizational skills. Proficiency with computers, Shopify, NetSuite ERP, CRM systems, and specialty printers. Ability to work effectively under seasonal demand and adapt priorities as needed. Knowledge Familiarity with shipping processes and carrier troubleshooting; knowledge of live plant logistics a plus. Interest in roses, gardening, or botanical products is beneficial. Understanding of e-commerce reporting, customer loyalty strategies, and data-driven decision-making. Growth Opportunities This role offers opportunities for professional growth in e-commerce operations, customer experience leadership, and horticultural knowledge. Team members who excel may advance into supervisory or specialized roles within the e-commerce or customer service departments.