Customer Liaison

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At Elements Brands, we believe the rise of eCommerce has given entrepreneurs the ability to create custom-tailored products for enthusiastic communities. We own 5 different consumer products brands in industries like pet products, personal care, and household goods, and have big plans to acquire several more brands in the coming year. Since 2010, our team has amplified our brands and brought them to a wider digital audience. Our focus is digital marketing, manufacturing expertise, and global-scale logistics.

We are located in Charlotte, NC in the Lower South End neighborhood, just minutes from uptown and a short walk to breweries, restaurants, and the light rail. While we are working remotely due to the pandemic, we are excited to eventually return to the office in 2021. Even after returning to the office, we expect to offer a flexible work environment that supports some days from home and some days from the office.

“Elements Brands is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.”

Elements Brands is seeking a Customer Liaison who is quite literally the voice of our brands. In this hands-on, customer-facing position, you will know all the ins and outs of our products and will use your knowledge to assist our customers with a wide variety of needs and requests. This can include everything from choosing the right product for their pup’s paws to managing delivery expectations for international customers.

The ideal candidate must be well spoken, outgoing, extremely organized and have one heck of a phone voice. You will be simultaneously working across multiple online product management systems and responsible for responding to customer emails, managing Amazon requests, and answering phone calls. We will rely on you to skillfully listen to our customers, offer solutions aligned with their primary inquiry and educate and introduce them to other options.

The Customer Liaison is a key player on our Operations Team, so if this sounds like you, we can’t wait to meet you!

• Serve as a human encyclopedia of our products – you are the go-to person for questions and answers.
• Respond to and resolve customer requests via email, social media and telephone.
• Receive inbound phone calls for the Natural Dog Company.
• Manage in-house inventory of quality-flagged products.
• Identify potential issues or patterns in customer interactions.
• Act as the main point of contact for donation solicitations and other requests.
• Manage in-office tasks such as in-person visitors, vendor relations and more.
• In addition to owning customer service for the Natural Dog Company, you will also work with the other brands in the Elements Brands portfolio.

The best candidates for this job will have:
• A love for people and products. You are the advocate for the customer – you are genuinely interested in what they have to say and can get along with anyone.
• Excellent written and verbal skills. You can articulate your points clearly and concisely.
• Some good dog knowledge. You can tell your breeds apart and understand how customers feel about their pups. Bonus points if you’ve spent time working for a veterinarian.
• Exceptional organizational skills. We’re talking color-coded-sock drawer organized.
• The ability to work independently. You will be empowered to make decisions regarding customer accounts without having to cut through all the usual red tape.
• A knack for online systems and the ability to jump between platforms without losing focus. Experience with the Gorgias platform and any other eCommerce platforms would be a plus.
• 1-3 years experience in a customer service role.

Compensation and benefits:
• Competitive salary
• Medical, Dental, and Vision Insurance- Fully paid employee premiums, family plans also available
• 401K with 4% company matching
• Paid time off – 15 days plus 12 paid holidays
• Paid parental leave
• Fitness stipend