Customer Experience Associate

Job title Customer Experience Associate
Company Name Savannah Bee Company
Location Savannah
Date Posted Wednesday, May 22, 2019
Job Type Full-Time


Savannah Bee’s mission is to provide pure healthy honey and honeybee hive inspired health and beauty products while educating people about the wonders of the honeybee and preserving the art of beekeeping.

Staying true to Savannah Bee’s mission, Ted Dennard, Founder and President, is using his expanded reach to educate more people about the wonder of the honeybee. Ted’s lifelong passion for honeybees is seen in his company, the specialty honey, and the luxurious, beehive-based body care products he distributes. Today, Savannah Bee Company is working to maintain quality and improve systems while expanding the company’s reach. Ted’s hope is that Savannah Bee Company emulates a beehive where all his business touches is benefited.

This position is located at the Savannah Bee Company headquarters on Wilmington Island, Savannah, GA. The Customer Experience Associate works in support of the Customer Experience Manager to help facilitate the completion of daily responsibilities and performs a variety of tasks related to different areas of the company including wholesale sales support, web order support, retail customer issue resolution and company wide support.

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The essential functions of the Customer Experience Associate position are as follows:
 Field all incoming wholesale calls
 Interact with customers via phone, e-mail, and in person to address their needs and guide them to the appropriate service
 Sort through and redirect faxes
 Answer questions about the company, products, and ingredients
 Ensure complaint resolution
 Resolve credit card issues – charges, credits for wholesale, web and retail
 Report data on customer issues
 Log messages and return or forward to appropriate person
 Follow processes for logging calls and for follow-up and analysis
 Draft follow-up letters when problem resolution is completed
 Improve quality service by recommending improved processes
 Identify new product and service applications
 File claims on damaged or lost shipments
 Onboard new customers through Savannah Bee systems and, where mandatory, add Savannah Bee information to customer vendor systems
 Provide and update documentation required by customer
 Maintain customer information and vendor information including new products and updates to existing products
 Maintain item spreadsheets that include UPC codes, Gtins, dimensions, weights, case pack size, photos, and pricing
 Maintain order form
 Support ordering and sending samples
 Maintain inventory and reorder sales support materials as needed
 Monitor orders coming through automated systems such as EDI and Handshake

▪Possesses excellent customer care and focus; ability to assess customer needs and provide correct answer, path, troubleshooting, or method for a positive customer experience
▪Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathetic, and professional voice and manner
▪Ability to multitask, prioritize, and manage time efficiently
▪Ability to answer phone, listen actively, relay information, and type basic data simultaneously
▪Eager to expand company with new sales, clients, and territories
▪Possesses excellent verbal and written communication skills
▪Self-motivated and self-directed
▪Creative problem solver who thrives when presented with a challenge
▪High school degree or equivalent; Bachelor’s degree in business administration, business, or related field preferred
▪Previous experience in customer support, client services, sales, or a related field preferred.
▪Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software
▪Salesforce and Zendesk experience a bonus.
Programs commonly used; outlook, Microsoft office suite