Job Title: Customer Service/Call Center Specialist
Industry Sector: Natural/Organic Personal Care/HABA
Job Categories: Customer Service

 Contact Information
Company Name: Pangea Organics, Inc
  Address: 2525 Arapahoe Ave, Unit E4, Box 838
Boulder, CO 80302
United States
  Company Phone: 5105205779
Web Site:

Job Description
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The Position: Customer Service/Call Center Specialist


Position Title: Customer Service/Call Center Specialist

Start Date: 4.29.19

Position Type: Full Time

Pay Structure: Base Salary

Benefits: Health, Dental, and Eye available after 30 days

Location: Boulder, CO area

Galvanize Office Suite (4 days per week in office/1 day work from home)

     Bus Pass Provided

Reports to: Matthew Kenny

If interested, contact:



The Customer Experience, & Operations Specialist (CES) is dedicated to enhancing the Pangea Organics, Inc. experience for Customers by providing excellence in service, solutions, and knowledge. The CES primarily represents the Pangea and Alpine Provisions brands and is the first point of contact for Retail and Wholesale Customers and for Amazon-related needs. This position must demonstrate active listening and display exceptional verbal and written communication in all communication platforms.




CES Support Team: Matthew and Karen

       Answer emails, calls, Chat, and social media inquiries regarding orders, product inquiries, press, returns and damages, promotions, etc., within one business day

       Develop Customer relationships with Presence Wholesale and Export accounts

       Support the In-House Sales Rep through leads and follow up during time away from the office

       Provide recommendations to enhance communication initiatives that will create result-driven activities and improve processes



CES Support Team: Karen, Matthew, and Tyler

       Responsible for updating and maintaining a Presence account Sales and Pre-order tracker within our Customer Relationship Management (CRM) system to manage all new and current accounts

       Create a regular system of communication, utilizing the CRM tool, for follow up, new product samples sent, responses, and orders placed

       Upsell as Presence Reps or Wholesale accounts see success with limited assortments to build to full assortments

       Provide early notification to Presence Reps and accounts of new product launches

       Analyze successes and opportunities to report out, as requested



CES Support Team: Karen, Erin, and Matthew

       Learn and manage Amazon fulfillment, set up of new items, Customer responses, etc.

       Maintain adequate inventory of existing products and enter new items as soon as available

       Partner with our Amazon Marketing outside team - Human Design

       Work with our Amazon feedback partner, Feedback Genius/Seller Labs




CES Support Team: Matthew, Karen, and Mary Kate

       Manage daily inventory allowing the successful placement and fulfillment of orders

       Administration of e-commerce ensuring product accuracy and addition and removal of products as needed in accordance with inventory levels and releases

       Administer the order platform portal to place orders and provide invoices, as needed

       Account management for Dotcom Customer and Presence shipments, Amazon, Marketing, and Export channels ensuring product arrives on time and appropriately packed. If shipping or product issues arise, work to provide and communicate a resolution in a timely manner to the Customer, warehouse, and internal Team. Track on internal shipping and product issue log

       Set up accounts, receive payments, send invoices and tracking information, and follow up with Customers, Reps, and accounts for out of stock (OOS) items, open invoices, payments, etc.

       Update weekly Accounts Receivable (AR) report from order platform

       Field telephone and email communication requesting Marketing invitations, accepting participation with good judgement with organizations that have shared interests and values with Pangea and Alpine Provisions or forwarding to the appropriate internal Team member



CES Support Team: Karen, Matthew, Tyler, and Mary Kate

       Assist in special projects as needed. For example, summary of accounts by sales category, highlight Amazon fast and slow-selling items, provide feedback on product concerns, etc.

       As we grow our brand story to multiple brands, apply job description to expanded brands and wider responsibility while maintaining the highest level of service and support

       Collaborate as requested to support the team for various needs such as in-store support, special shipments, trade shows, collection of mail and payment deposits, etc.

       Display a positive attitude in all internal and external communications l



       Demonstrable competency in service, sales, and attention to detail

       Comfortable making phone calls to Customers, Reps, and accounts

       Strong communication skills to build and retain Customer relationships - oral and written

       Ability to work independently and as part of the Pangea Team

       Strong computer-related skills

       Flexibility to work scheduled hours: primarily Monday through Friday and may include early evenings and weekends based on business needs (Four days per week required in Boulder office and one day work from home, if desired)

       Consistent, timely, and reliable attendance



       2 - 3 years of in-office Customer Service experience

       High school diploma

       Amazon experience a plus

       Retail experience and Natural Health & Beauty Care experience a plus

       Believe in the benefits of organic and eco-friendly products

       Enjoy an active lifestyle

Job Location: Boulder, CO
Country: United States
Position Type: Full Time
Employee May Telecommute: No
Job seekers must live within: 25 miles
Required to Relocate:
Required to Travel: No
Minimum Experience Required: 1-3 years


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