Customer Support Specialist

Are you known for exceeding expectations? Do you embrace the Spirit of Hawai‘i? Then please keep reading because we’re looking for people like you at Hawaiian Host Group.

Who are we? Hawaiian Host Group (HHG) is a leading Hawai‘i-based consumer goods company with a portfolio of brands that includes Hawaiian Host, Mauna Loa, MacFarms, KOHO, and Kapua Orchards. Sold in over 23 countries, HHG produces a suite of products ranging from flavored macadamia nuts to artisan chocolates, and macadamia milk-based ice cream. Our dedicated team of Hosts of Hawai‘i is spread across our headquarters in Honolulu and offices in Hilo, Kona, Los Angeles, and Tokyo. HHG has 3 manufacturing plants in Hawai'i, as well as the state's largest single macadamia farm.   

We are an excited team of people that all have one vision in common: sharing the Spirit of Hawai‘i with the world. Expect camaraderie, product tastings, and other (virtual and in-person) events that make our culture unique. And more importantly, know that your work contributes to our purpose; to make the Islands’ future flourish. We do this through our Takitani foundation that grants scholarships to deserving local students, our solar farm on the Big Island, and other social & environmental initiatives.

That’s enough about us for now, we’d love to learn more about you. Read the job description below and let us know if you’re interested. We can’t wait to meet you!

POSITION SUMMARY:   

The Customer Support Specialist must be solution-oriented and will be customer-facing, acting as a liaison between Hawaiian Host Group (all brands) and customers from various channels. The role and responsibilities of this position include answering incoming calls and messages regarding general information, ecommerce order inquiries, Quality Assurance, policies, products, and promotions, and navigating the websites. Additionally, this individual will publish reviews, place online orders, modify online orders as necessary, and follow company guidelines and escalations. The Customer Support Specialist needs to be a team player who is patient, empathetic, and receptive to feedback and change. This individual views service through the eyes of the customer while also embracing our company’s purpose, vision, and mission as hosts of Hawai’i. 

• eCommerce: 
• Assist customers place online orders from our consumer websites through Shopify. 
• Collect accurate customer information, including payment, shipping and billing addresses. 
• Safeguard all private customer and company information. 
• Promptly respond to customer queries in a timely and accurate way, via phone, email, chat, or social media platforms. 
• Immediately escalate serious complaints or issues to proper channels. 
• Follow up with customers to ensure their service issues are resolved. 
• Update our internal databases with information about service issues and useful discussions with customers.   
• Gather customer feedback and share with our Product, Sales, and Marketing teams. 
• Identify customer needs and inform customers about specific features and new functionalities. 
• Assist the eCommerce Team in maintaining detailed documentation related to 3PL fulfillment issues. 
• Communicate with the 3PL Account Manager on all relevant fulfillment issues and customer requests. 
• Document any customer escalations in both Zendesk and Shopify with details  on issues and/or outcomes. 

• Quality Assurance: 
• Handles customer complaints by answering calls and responding to voice messages and e-mails in a professional, courteous, and timely manner. 
• Maintains Customer Complaint Log in coordination with Quality Assurance, as well as forwards all food safety-related complaints to the Quality Assurance department. 
• Coordinates product replacement. 
• Follows company guidelines and talking points when speaking on behalf of the company about product quality and manufacturing. 

• General Information: 
• Collects accurate information for corporate order inquiries.  
• Maintains product knowledge in all categories of all Hawaiian Host Group brands. 
• Performs all duties and maintains all standards in accordance with Company policies and procedures. 
• Share feature requests and effective workarounds with team members. 
• Performs all duties and maintains all standards in accordance with Company policies and procedures. 
• Performs other work-related duties as assigned. 
• Regular attendance is required for the position. 

• At least two (2) years of experience in a customer service role; ideally in a call center environment. 
• Must have a high school diploma. 
• Excellent communication, problem-solving, and multi-tasking skills. 
• Familiarity with CRM, help desk software/systems, remote support tools, and understanding of best practices with them. 
• Ability to remain calm, professional, and composed while under pressure or dealing with upset customers.  
• BS in Information Technology, Business Administration, or relevant diploma desired. 
• Familiarity with our industry is a plus. 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. 
• While performing the duties of this job, the employee is constantly required to sit; use finger dexterity; use vision and hearing; use eye-hand coordination; frequently required to stand; walk; occasionally required to pull less than 25 pounds; lift 25-50 pound; carry 25-50 pounds; stair climb; bend; forward reach; overhead reach; grasp handle; seldom required to push; squat; kneel; stoop; crouch; twist; side bend. 

• The position requires constant talking to co-workers; written communication to co-workers; talking on the telephone; supervising others; responding to written or verbal requests of co-workers; training/giving verbal instructions; writing/composing written language; reading; frequently requires talking to customers; written communication to customers 
• Talking to outside trade persons/vendors; written communication to outside trade persons/vendors; receiving verbal instructions; receiving written instructions; occasionally visit/work at different worksites. 

• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• 1.) While performing the duties of this job, the employee is not exposed to weather conditions. 
• 2.) The noise level in the work environment is usually light. 

Hawaiian Host Group is an Equal Opportunity/Affirmative Action Employer.