Customer Service Representative, Liquid Death
West
$52-56.2k
$25-27 per hour + Equity
More information about location
Non-alcoholic beverage drinks brand
Job no longer available
Non-alcoholic beverage drinks brand
201-500 employees
Job no longer available
$52-56.2k
$25-27 per hour + Equity
More information about location
201-500 employees
Company mission
To make people laugh and get more of them to drink more water more often, all while helping to kill plastic pollution.
Role
Who you are
- 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 PST 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
What the job involves
- 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
- 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
Our take
With the massive rise in sustainability-focused health products in the last few years, there are certain things we've grown to expect when it comes to brand messaging. As its name suggests, Liquid Death follows none of these unwritten rules - which is exactly why it’s getting noticed.
The company sells a range of canned mountain water beverages, pointing out that aluminium (though still single use) is much more easily recycled than plastic, while also donating a percentage of its profits to anti-plastic non-profits. However, it’s Liquid Death’s heavy metal style branding and aggressive messaging that force it to stand out.
Considering that the company sold over $3 million in merchandise alone in 2021, it’s safe to say that it’s been successful at generating hype. As for actual beverage sales, its place in major stores like 7-eleven, Whole Foods and Target suggests things are going well.
As one of the fastest-growing beverage brands the US has seen in recent times, it’ll be very interesting to see if Liquid Death can sustain its momentum, especially after failing to penetrate the UK market. However, its Unicorn status, investment from influential athletes, and partnerships with music festivals show that it's at least secure in the US market.
Steph
Company Specialist at Welcome to the Jungle
Insights
59% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2024
$67m
LATE VC
Oct 2022
$70m
SERIES D
Total funding: $261.2m
Company benefits
- Medical, Dental, Vision, Life, and Pet Insurance + FSA & HSA offerings
- 401(k) Program with 4% match
- 100% Paid Parental Leave Policy
- Flexible PTO policy
- Free ClassPass membership
- Monthly stipend for Liquid Death Merch
- Full access to LinkedIn Learning
Company HQ
Los Angeles, CA
Leadership
Mike Cessario
(Co-Founder & CEO)Previously worked in advertising as an Art Director & Creative Director for agencies such Crispin Porter & Bogusky, VaynerMedia, and Humanaut.
Jon-Ryan (J.R.) Riggins
(Co-Founder)Was Liquid Death's founding COO, operating in the role before joining the Board of Directors in 2022.
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