Careers

Customer Experience Specialist

Location: Hopkins, MN | Full Time

Compensation: Competitive hourly compensation, with occasional opportunities for overtime

Schedule: 8 am to 5 pm, weekdays only

Hygge & West is a boutique wallpaper and home goods company that believes in the power of pattern to help people express themselves, bring joy into their lives, and create happy, beautiful homes. We know the best patterns tell a story, while leaving plenty of room to create your own.

As a Customer Experience Specialist you are in a unique role which requires that you are an expert on our products (from how to order to how to install) and a problem solver. Whether a customer is looking to make a purchase or has an issue that needs to be resolved, you’re dedicated to finding the best personalized solution.

The majority of Customer Care calls/chats/emails are inbound with most calls coming from potential or existing customers engaged in the purchasing process. Typically they are seeking clarification about products, or delivery information as they look to make or follow up on a recent purchase. Other Customer Service calls/chats/emails are from customers post-purchase who have questions or need support. As a Customer Service Specialist, you will ensure a positive experience as you ask thoughtful questions, listen empathetically and anticipate needs, and present a total personalized solution for the customer. In working with customers, you’ll heavily leverage our website as well as email and Live Chat.

We will also require that you assist with light shipping duties, such as fulfilling sample and sample binder orders.

The talents you bring to be successful as a Customer Experience Specialist:

  • Customers love you. You are a brand ambassador, building meaningful connections with customers while providing a genuine, transparent and seamless customer experience. You're empowered to handle escalated situations in the moment and work confidently to build brand loyalty by bringing calm to the situation and driving home the right solution.
  • You are a problem solver by nature. You lead with thoughtful questions and consider the customer's needs as you offer solutions that create spaces they love. You're solid on your feet and love a challenge.
  • You focus on providing the right solution. When needed, you collaborate with other H&W team members to create with the right solution. You also act as the voice of the customer, providing critical feedback and insights to help influence our business and products.

Job Duties:

  • Provide phone, chat and email support as they come in. Proactively follow up on any outstanding issues that are not resolved within the first communication with the customer.
  • Work closely with our Warehouse Associate to understand lead times and possible delays.
  • Review open orders on a weekly basis, providing updates to customers when needed and completing orders when possible.
  • Approve and process returns through our returns software.
  • Assist Warehouse Associate with packing and shipping sample and sample binder orders.
  • Provide feedback and information on process or product changes that could lead to fewer customer service issues.
  • Create, manage and close out custom orders with our printer and the customer.
  • Create quotes and invoices upon request.

Qualifications:

  • Bachelor’s Degree.
  • 2 or more years of professional customer service experience or retail sales/design experience.
  • Strong attention to detail and organizational skills.
  • Empathy and an ability to understand the needs of customers, vendors, and team members.
  • A passion for customer service and true appreciation for the impact our exceptional customer service has on our brand.
  • Demonstrated critical thinking and the ability to make appropriate judgment calls.
  • Strong learning agility with the ability and willingness to learn new things.
  • Intuitive with an innate ability to anticipate needs.
  • Familiarity with Google docs, Excel, Shopify and Zendesk desired.
  • Interest in interior design would be a bonus but not required.

Hygge & West is an Equal Opportunity Employer committed to creating a diverse workforce. GESMN will not discriminate against any employee or applicant based upon a person s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

To apply, please email us your resume and tell us why you’d be a good fit at info@hyggeandwest.com.

Warehouse Associate

Location: Hopkins, MN | Full Time

Compensation: Competitive hourly compensation, with occasional opportunities for overtime

Schedule: 8 am to 5 pm, weekdays only

Hygge & West is a boutique wallpaper and home goods company that believes in the power of pattern to help people express themselves, bring joy into their lives, and create happy, beautiful homes. We know the best patterns tell a story, while leaving plenty of room to create your own.

As a Warehouse Associate with Hygge & West, you take pride in keeping product flowing in and orders flowing out of our clean, organized and well-lit 4,000 sq. ft. warehouse. You’ll enjoy the physical nature of the role, the ability to create your own processes and being part of a team dedicated to providing the best experience possible for our customers.

Your primary duty is to get orders out to our customers in a timely manner, ensuring they are properly packed and shipped. You’ll unload pallets of product from our vendor partners and accurately and carefully place it within our facility. You will play an integral role in inventory accuracy, using our inventory system to receive, organize and update product count. And you’ll provide invaluable support to our customer service team, updating them on lead times and possible delays.

Job Duties:

Order Fulfillment

  • Fill all customer orders with accuracy and timeliness. Prepare orders by reviewing fulfillment website and generating shipping labels; pulling materials; packing boxes; placing orders for pickup.
  • Pack and ship items securely and effectively to minimize damage.
  • Ensure shipment details such as addresses, requested shipping speeds, sidemarks, and any other important details are accurate.
  • Keep track of all orders not immediately fulfilled and keep relevant parties up to date on any production and/or shipping delays.
  • Communicate order fulfillment details, production lead time updates, and other information the customer service team may need to relay to customers.
  • Ensure a safe and clean work environment by keeping shelves, packing area, and work stations neat; maintaining clean shipping supply area; complying with procedures, rules, and regulations.

Inventory Management

  • Ensure inventory is up to date with accurate inventory levels.
  • Coordinate with production vendors and monitor open purchase orders for delays or other updates.
  • Monitor inventory levels of warehoused items for low stock and notify manager to replenish inventory.
  • Monitor sample inventory at the studio and notify manager to replenish stock when low.
  • Manage and conduct periodic physical inventory counts.
  • Reconcile purchase orders, packing slips, actual product received and invoices.
  • Independently troubleshoot our inventory- and fulfillment-related processes by engaging each platform’s respective support team and reviewing online resources.
  • If needed, cut and/or collate samples between stock replenishments.

General Operational Support

  • Review order fulfillment processes and propose solutions for any issues.
  • Serve as the point person for warehouse-related needs such as answering the phone when onsite and maintaining office supplies.
  • Keep files organized and up to date that relate to operations, inventory, and production.
  • Participate in team-wide activities, discussions, and resource development including brainstorms, workshops, and invitations for feedback.
  • Contribute to a caring and growth-oriented team culture.

Qualifications:

  • Bachelor’s Degree.
  • Strong attention to detail and organizational skills.
  • Empathy and an ability to understand the needs of customers, vendors, and team members.
  • Data entry experience.
  • Familiarity with Google docs, OrderCup and Shopify desired.

Additional Requirements:

  • To successfully perform this role, you must be able to load/lift/push/carry heavy items (up to 100 pounds or more) while balancing, kneeling, crouching, walking, etc.
  • Ability to operate equipment (e.g., dollies, pallet jack).

Hygge & West is an Equal Opportunity Employer committed to creating a diverse workforce. GESMN will not discriminate against any employee or applicant based upon a person s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.

To apply, please email us your resume and tell us why you’d be a good fit at info@hyggeandwest.com.