Customer Service Representative, West

Liquid Death • Full-time • Remote (Los Angeles, CA, US) • 3d ago

Location: remote USA anywhere in eastern time zone

Reports to: Senior Manager of Customer Service

As one of the fastest growing non-alcoholic beverage brands, Liquid Death uses comedy and entertainment to make health and sustainability 50 times more fun. We take the healthiest things you can drink and package it into infinitely recyclable cans that compete with the fun marketing of unhealthy brands across energy drinks, beer, and junk food. Our product lines include mountain water, sparkling mountain water, sparkling flavored water, iced tea, and our hydration sticks, Death Dust. A portion of Liquid Death’s proceeds goes to nonprofits who are helping fight plastic pollution and bring clean drinking water to those in need.

We are seeking a highly motivated and customer-focused Customer Service Representative to provide dedicated support to our DSD West Region clients. In this role, you will act as the single point of contact with our customers as well as the Liquid Death 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 the 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 representatives and internal stakeholders

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

Timeliness & Efficiency: Acting 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 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
Must be willing to start at 8am EST scheduled start time and be located in the pacific time zone
Role may require overtime as needed to ensure customer coverage needs are always met

The typical salary range for this position is: $25-27 per hour ($52,000 - $56,160 annualized)

The actual salary offer will take into account multiple factors including skills, experience, education and location. Please note that the salary details listed in role postings reflect the base salary only, not total compensation, which includes equity and benefits.

At Liquid Death, we believe that killer benefits make all the difference. That’s why we offer Blue Shield medical plans with HMO (CA Only), PPO, and HDHP options (including an HSA), FSA and Dependent Care FSA, along with Guardian dental and vision coverage. Our UNUM packages include life insurance, AD&D, disability benefits, and employee-paid options like accident, hospitalization, and critical illness coverage. We match 100% of your Empower Retirement contributions up to 4% after just three months and even help crush your student debt while saving for retirement with our Student Loan Retirement Match. Our wellness perks, including Headspace, ClassPass memberships, and a robust EAP, help you keep your soul hydrated, while SNOO Bassinets give your little ones the VIP treatment. Pets are part of the crew too, so we offer Nationwide pet insurance to keep them happy and healthy. Add in 17 paid holidays, Flex PTO, and travel assistance, and you’ve got a benefits lineup as fierce as our mission to declare #DeathToPlastic

Ensure your Liquid Death job offer is legitimate and don't fall victim to fraud! Liquid Death never seeks payment from job applicants and will never request a meeting via Skype. Liquid Death recruiters will only reach out to candidates from an mail@ats.rippling.com email address. For added security, where possible, apply through our company website at www.liquiddeath.com/pages/careers.