Boll & Branch · 9 hours ago
Customer Experience Associate
Summit, NJ
Full-time
Hybrid
New Grad, Entry Level
$22/hr - $22/hrBoll & Branch is a company that specializes in high-quality bedding made from organic materials. They are seeking a Customer Experience Associate who will build relationships with customers and drive lifetime value through exceptional service and support.
E-CommerceFurnitureHome and GardenHome DecorOrganicRetailSocial ImpactTextiles
No H1B
Responsibilities
Engage with customers via email, phone, and chat to resolve a range of inquiries, from routine to complex, including order placement, inventory checks, order and delivery updates, and general questions
Foster exceptional customer relationships through unreasonable hospitality, anticipating individual needs and delivering personalized, engaging experiences that make every interaction feel thoughtful, warm, and memorable
Manage post-order resolution by investigating lost or delayed shipments through USPS and UPS, processing returns to HQ, and delivering accurate reporting and visibility
Gather and provide customer feedback to leadership, ensuring insights are shared with relevant teams, including Customer Insights and Marketing to drive meaningful improvements and enhance the overall customer experience
Monitor your own inbox, ensuring customer inquiries are handled and responded to promptly and professionally
Create memorable moments in Customer interactions that can’t help but be shared
Manage personal customer satisfaction score through continuous relationship building
Inspire Trust and Loyalty - Build lasting relationships by being reliable, empathetic, and genuinely invested in the customer’s happiness
Collaborate with your team to continually improve processes, and customer journeys
Demonstrate ownership by taking initiative autonomously to resolve issues and improve the customer experience
Stay current on product knowledge to drive sales, identify upsell opportunities, and advise customers based on their needs and our product offerings
Qualification
Required
Associates Degree preferred or equivalent experience
Ability to work on-site in Summit, NJ two days per week
Operate with a high processing speed and sense of urgency to meet KPIs, maintaining 12 tickets per hour and 84 tickets per day
Experience with Zendesk & Shopify or similar software
Be flexible and resilient to adapt to changing situations and priorities while maintaining a positive, customer-first mindset in a fast-paced environment
Must thrive in a high-energy environment and contribute positively to the team culture; a friendly and approachable demeanor is highly valued
Truly love being with and around people -- and others should feel the same way about you
Learn Boll & Branch's social mission and be inspired to be a part of what we're doing, embodying an entrepreneurial spirit
Stay highly organized and efficiently handle multiple projects at once
Love a great challenge, be ready to learn and have a `no task is too small' attitude
Preferred
Customer Experience, retail, or hospitality background preferred
Benefits
Medical, Dental, Vision, and Life/AD&D insurance
Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount
Company
Boll & Branch
Boll & Branch is an e-commerce company that sells luxury bedding products online. It is a sub-organization of Boll & Branch.
Founded in 2014
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$111.5MKey Investors
L CattertonSilas Capital
2019-08-26Private Equity· $100M
2017-10-03Series B· $4.5M
2016-04-29Series A· $7M
Leadership Team
Scott Tannen
Founder and CEO
Missy Tannen
Founder & Chief Designer
Recent News
Business Insider
2025-12-06
Maryland Daily Record
2025-11-13
Home Textiles Today
2025-11-08
Company data provided by crunchbase