About TVP NYC:
TVP NYC was founded in 2012 by Jason Sochol and Omri Bokjo with a mission to support non-profit organizations through merchandise, branding, and e-commerce solutions. TVP has played a pivotal role in the launch of hundreds of successful businesses, from startups to established enterprises, providing services such as merchandise sourcing, operations & fulfillment, agency services, and e-commerce technology. TVP specializes in filling gaps in the supply chain, making them the missing link in their clients’ success stories.
About the Role:
We are looking for a Customer Service/Operations Associate to join our dynamic team on a 3-month contract. This is a part-time position with the potential for conversion to full-time based on performance. In this role, you will work closely with our customer service and operations teams to ensure smooth daily operations, addressing customer inquiries, handling order processes, and supporting e-commerce activities. If you're someone with a strong service mindset and the ability to thrive in a fast-paced, ever-evolving startup environment, we’d love to hear from you!
Key Responsibilities:
- Provide exceptional customer service by addressing inquiries, resolving issues, and offering solutions to ensure the best outcomes.
- Manage customer communications via email and chat, including handling returns, exchanges, and shipping queries.
- Collaborate with the operations team to ensure seamless order fulfillment and handle any logistics-related questions.
- Assist with e-commerce tools like Shopify, resolving customer requests and learning new systems as needed.
- Conduct research and work with team members to solve unresolved questions or challenges.
- Maintain organized records of customer interactions, inquiries, and issues to ensure accurate and prompt follow-ups.
- Work within Google Sheets and Microsoft Excel to track and analyze data related to orders, returns, and other customer service metrics.
- Handle difficult customers with resilience, maintaining professionalism and empathy.
- Prioritize multiple tasks in a fast-paced environment, staying focused and organized.
- Assist in maintaining and updating internal systems such as Asana, Front, and other platforms used for tracking tasks and communications.
Required Skills & Experience:
- Excellent written and verbal communication skills.
- Strong customer service mindset with a natural drive to achieve the best results for customers.
- Ability to multitask and thrive in a fast-paced, startup environment.
- Must have experience with e-commerce tools (especially Shopify for handling returns, exchanges, and shipping queries).
- Strong research and problem-solving skills to resolve open questions in collaboration with team members.
- Proficiency in Google Sheets/Microsoft Excel.
- Emotional resilience and strength to handle challenging customers with professionalism and empathy.
- Impeccable organizational skills, attention to detail, and the ability to manage a high volume of tasks independently.
- Quick learner, adaptable to new systems (Asana, CS platforms, Front, etc.).
- Team player with the ability to take direction and grow within the role.
Technological Requirements:
- Access to a reliable laptop with a stable internet connection and power backup.
- Familiarity with the Google Suite (Docs, Sheets, Slides).
Salary & Benefits:
- Competitive salary.
- Potential for full-time conversion based on performance after the 3-month contract.
- Opportunity to work with a talented and ambitious team dedicated to building a growing business.
