Candidate must reside in Maryland, Virginia, Washington DC, or within a comfortable driving distance to Baltimore, MD.
Overview
True Citrus, a Baltimore-based Consumer Packaged Goods company, is dedicated to creating products that help people live healthier, happier lives. From our iconic crystallized citrus wedges to our rapidly expanding portfolio of functional wellness products, we are driven by a simple but powerful belief: people should drink more water—and enjoy doing it. Since our founding in 2003 with just one product, True Lemon®, we have grown into a nationally distributed brand with over 75 products, sold in more than 45,000 stores and across eight sales channels, including a robust and growing E-commerce business. Despite this growth, we have maintained the entrepreneurial, nimble, and collaborative spirit that defines our culture. True Citrus is one of the most exciting growth stories in the functional beverage and food space: a business built on the simple, powerful idea that people should drink more water. From the iconic True Lemon and True Lime crystallized wedge products that have earned a cult following among wellness enthusiasts, and everyday consumers, to a rapidly expanding wellness drink portfolio, True Citrus is a brand at an inflection point. With consistent double-digit growth, a passionate customer base, and aggressive innovation plans, we are hiring a VP of Marketing to build the digital and commercial engine to accelerate our business now and in the coming years.
The Opportunity
The Customer Care Representative plays a key role in delivering a high-quality, on-brand customer experience across all touchpoints. This role supports the Customer Care Manager and is responsible for handling customer inquiries, resolving issues efficiently, and ensuring every interaction reflects True Citrus’ commitment to exceptional service, authenticity, and being a value-add to our customers’ lives. This is an excellent opportunity for someone who is passionate about helping people, solving problems, and growing within customer experience, E-commerce and brand operations. This is also an excellent opportunity for someone who is interested in Marketing, as the Customer Care team is an integral part of the Marketing Department and works closely with all of the Marketing team.
Duties And Responsibilities
Customer Support & Experience
- Respond to customer inquiries across email, chat, phone, and social channels with professionalism and empathy
- Resolve questions, complaints, and issues with a focus on first-contact resolution
- Provide accurate product, order, and company information
- Escalate complex issues to the Customer Care Manager
Shopify & Order Support
- Assist with Shopify orders, including tracking, refunds, replacements, and exchanges
- Troubleshoot basic checkout and order issues
Kustomer (CRM) Usage
- Log and manage customer interactions in Kustomer CRM
- Use templates, macros, and workflows for consistency
- Tag and categorize interactions for reporting
Team Support & Collaboration
- Support Customer Care Manager initiatives
- Collaborate with Marketing, Operations, and Shipping teams
- Share customer feedback and trends with Marketing team including how to continue to improve the customer journey so it is as frictionless as possible
Process Adherence & Continuous Improvement
- Follow SOPs and workflows
- Support FAQs and help resources
- Adapt to new tools and automation
Skills And Knowledge Requirements
- Strong customer service orientation
- Excellent written and verbal communication
- Familiarity with Shopify and CRM systems (Kustomer preferred)
- Strong organizational and multitasking skills
- Problem-solving mindset with a strong sense of curiosity and strong work ethic who is comfortable being self-directed.
- Tech-savvy and adaptable
Education & Experience
- 1–3 years of customer service experience preferred
- E-commerce or CPG experience a plus
- High School diploma required; college degree preferred
Reports To
CustomerCare Manager
To apply, please e-mail your resume to [email protected]
Pay: $38,000.00 - $42,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Middle River, MD 21220
