Location: remote USA anywhere in the pacific time zone

Reports to: Senior Manager of Customer Service

Liquid Death is a healthy beverage company with ice-cold sustainable cans designed to murder your thirst. Founded in January of 2019 and based in Los Angeles, California, Liquid Death is one of the nation’s fastest growing beverage brands taking a completely unnecessary approach to canned water and iced teas. Unnecessary things tend to be far more interesting, fun, hilarious, captivating, memorable, exciting, and cult-worthy. Taking the world’s healthiest beverage and making it just as unnecessarily entertaining as the unhealthy brands has put Liquid Death on the map for LinkedIn's Top Startups 2022, Contagious's Brand of the Year 2022, Ad Age Top Marketer of the Year 2022, and Medium’s cult-worthy brands among other accolades.

As Liquid Death continues to bring unnecessarily awesome beverage options to more people, Liquid Death is equally as excited to promote and help fund alternative art, music, and entertainment alongside the brand.

Role Overview:
We are seeking a highly motivated and customer-focused Customer Service Representative to provide dedicated support to Amazon as one of our key clients. In this role, you will act as the single point of contact with our Amazon customer as well as the Liquid Death Amazon Key Account team and Supply Chain team ensuring exceptional service and maintaining strong relationships while addressing inquiries and resolving issues efficiently.

This role will act as an extension of our Supply Chain team and will be responsible for proactive management of orders to optimize service (KPI’s include case fill and orders on time in full). This includes troubleshooting timing of supply, management of discontinued products, new innovation, etc.. This role will be key to anticipate availability of product and pick up as well.

Key Role Focus Areas/ Skills:

Customer Centric Approach: Serving as a direct point of contact for Amazon’s customer service team to understand their needs and to strengthen the relationship as well as translating their needs to the Liquid Death Key Account team and Supply Chain teams

High Quality Communication: Maintain clear, professional, and concise communication with Amazon representatives and internal stakeholders

Proactive Problem-Solving: Proactively identify and resolve potential issues in collaboration with internal teams to ensure smooth operation.

Timeliness & Efficiency: Ecting with urgency to meeting deadlines, ensuring order processing activities are completed to ensure there are no order delivery delays

Reliability and Consistency: Ensuring that there’s accuracy and detail orientation in all the workflows to ensure process execution consistency for a streamlined customer experience

Process Improvement: Provide feedback and insights to improve workflows and enhance the overall customer experience.

Metrics Achievement: Consistently meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.

Qualifications:

• A minimum of 4+ years of relatable Customer Service experience
• Proven experience in a customer service or client-facing role previously working with Amazon or in a similar e-commerce environment preferred
• Exceptional verbal and written communication skills
• Strong problem-solving and critical-thinking abilities
• Previous experience working with an ERP (Netsuite) preferred, to access supply chain data
• Experience using a CRM system and other customer support tools is a plus
• Ability to work in a fast-paced environment and manage multiple priorities
• High attention to detail and organizational skills
• Team-oriented mindset with a proactive approach to challenges
• Deep comfort working in a remote role as part of a remote team
• Role may require overtime as needed to ensure customer coverage needs are always met