Customer Service Representative - CRM

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
  
  
  

Snack Innovations is a fast-growing consumer packaged goods company with a passion for better-for-you snacking and the parent brand behind Drizzilicious, Natural Endurance, Smart Fries, and Sunday Snacks. Operating as both a private label manufacturer and direct-to-consumer snack brand innovator, we’re rapidly expanding and looking for driven, entrepreneurial people to grow with us.

We are looking for builders and doers who thrive in agile, entrepreneurial environments and are comfortable creating structure where it does not yet exist. The ideal candidate has seen best-in-class operations and knows how to adapt that experience in a fast-moving setting.

Position Overview

We are seeking a Customer Service Representative with experience using Gorgias or similar helpdesk platforms. This role focuses on responding to customer inquiries, resolving issues quickly, and maintaining a high level of customer satisfaction across many different mediums (phone calls, chat, social media, emails).

Key Responsibilities

• Manage daily customer support tickets using Gorgias
• Respond to inquiries via email, chat, and social channels
• Handle order issues (shipping delays, lost packages, refunds, replacements) based on approved methods.
• Work within Shopify to review and manage orders
• Maintain basic macros and workflows in Gorgias
• Ensure timely responses and accurate resolutions
• Respond to customer inquiries and resolve complaints related to orders, deliveries, and products
• Print, review, and process incoming online and wholesale orders
• Coordinate order details with production and shipping teams
  
  
  

Preferred Qualifications

• Experience using Gorgias, Zendesk, or similar helpdesk software
• Experience with Shopify or ecommerce platforms
• Strong communication skills both via phone and written
• Detail-oriented and organized
• Ability to handle multiple tickets efficiently
• Customer-first mindset!!
• Previous customer service or administrative experience preferred (food industry/ecomm experience is a plus)
• Basic computer proficiency (email, spreadsheets, order systems)
• Ability to multitask and stay organized in a fast-paced environment
• Professional demeanor and attention to detail
• Experience in food manufacturing, distribution, or wholesale environments
• Familiarity with order processing or inventory systems