At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

Executive Assistant - Customer Operations

This position will be working with both internal and external executives and involved in backend e-commerce operations (inventory + fulfillment).

Keywords: Customer Communication, Project Management, Support, Email, Slack

Tools Used: Hubspot Service, Slack, GSuite, ClickUp, Earth Class Mail, Harvest

Experience Required: eCommerce Fulfillment, Inventory Management, Order Management, Supply Chain

Day-to-day Responsibilities

Customer Communication: Review & respond to incoming support tickets within 1 hour Monday -> Friday, 9a-6p EST through the Hubspot Service platform.

• Provide an initial response:
  “I see you are asking about xxx let me review and see what I can do for you”.

• Follow a flow chart we’ll provide to try to resolve it on your own.

• If you cannot solve on your own, create a ticket for our internal team to help you resolve.

• Once the internal team helps you, respond back to the customer.

Customer Communication: Review shared slack rooms with customers.

• Respond professionally to customers and work with internal stakeholders on the request. If needed, create a task in our ClickUp to get resolved by an internal team member.

• If it is a support request, create the ticket and conversation in Hubspot on behalf of the customer.

Project Management: Review Project Management System, ClickUp and help to:

• Review overdue tasks by each team member

• Communicate daily with each internal team member each task that is assigned to them and ask them to update with the latest comment and change the due date or re-assign to another team member.

• Communicate with customers about pertinent changes in tasks.

Scheduling: Help to organize and schedule meetings using Google Calendar and Google Meet when internal team members ask for help with scheduling.

Week-to-week Responsibilities

Mail: Review physical incoming mail which is digitally processed for us by Earth Class Mail (notices and other official documents).

• Review the mail, if scanned and we are ok with digital copy, request shred to save money. Scans are free to keep, but asking them to keep the paper on hand costs us money.

Time Tracking: Ensure team members are tracking time each week

• Each team member should be logging 40 hours of work in our time-tracking tool Harvest.

• Communicate weekly with internal team members about overdue timesheets.

• Provide time reports from Harvest to specific customers and vendors that require them.

• Support billing function as needed from time reports

Other Responsibilities

From time to time the team will have other one-time projects that come up where we’ll have an SOP we can provide on steps to take to help us out.

Examples: 

• Move all contracts from Salesforce to Hubspot (one time)

• Use the ChannelApe batch edit tool to edit a spreadsheet of orders (one time)

Background

• Experience in the backend of commerce and retail - we do not do anything around the front end of e-commerce like themes, marketing, advertising, checkout, carts, etc. 

• Experience as administrative/executive assistant in the backend e-commerce area

• Excellent English level - oral and written

• Outstanding communication and organization skills