Customer Experience Specialist

The Customer Service Specialist will deliver exceptional customer support across phone, email, and chat by resolving issues promptly, empathetically, and in alignment with brand values. They will manage RMAs and warranty claims efficiently, while collaborating cross-functionally to ensure smooth resolutions and proactive follow-ups. This position will champion customer satisfaction by exceeding expectations, sharing feedback for improvement, and fostering loyalty through thoughtful, high-quality service.

Key Responsibilities

• Respond to customer inquiries via phone, email, or chat promptly and professionally, ensuring each interaction aligns with our brand values and tone.
• Resolve issues with empathy and accuracy, aiming for first-contact resolution.
• Strengthen relationships by offering proactive solutions and thoughtful follow-ups.
• Communicate clearly with attention to grammar, formatting, and tone.
• Encourage repeat business and customer loyalty by exceeding expectations.
• Process Return Merchandise Authorizations (RMAs) accurately and efficiently.
• Guide customers through the warranty process with clear, helpful communication.
• Track and follow up on warranty claims to ensure timely resolution.
• Work cross-functionally with operations, warehouse, and sales to ensure seamless resolution.
• Share recurring feedback with leadership to drive product and process improvements.
• Handle multiple requests at a time while maintaining accuracy and quality.
• Reduce handling time while ensuring customers feel genuinely supported.
• Take accountability for mistakes and actively seek continuous improvement.
• Uphold brand values and encourage customer advocacy by consistently exceeding expectations.

Qualifications

• Minimum of 1-2 years of customer service or support experience within an office setting.
• Excellent written and verbal communication skills.
• Strong attention to detail with proven multitasking ability.
• Skilled in time management and prioritization, with a focus on following through
• Tech-savvy (Microsoft Office proficiency required; NetSuite a major plus).
• Demonstrated ability to establish trust and positive relationships through effective interpersonal skills.
• Experience in the consumer goods or PPE industry
• Positive attitude, team-first mindset, and a passion for helping people.
• Bilingual preferred but not required
• Working Conditions
• Office environment with exposure to a warehouse environment
• This position may be required to lift objects weighing up to 25 pounds without assistance
• The sound level is quiet and typical of a small office environment
• A cubicle or individual desk space, ergonomic chair, and computer hardware are provided