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We are seeking a highly skilled Customer Experience Specialist to join our team at Robert'S Enterprises, S. De R.L. De C.V. as a key member of our e-commerce operations. The successful candidate will be responsible for delivering exceptional customer experiences from pre-purchase to post-delivery.
Key Responsibilities- Customer Support: Provide timely and professional responses to customer inquiries via various channels, ensuring proper categorization and tagging of customer inquiries.
- Order Management: Manage daily tasks, including checking dimensions, approving templates, providing tracking updates, and liaising between customers and the production team.
- Product Expertise: Serve as a product expert, providing detailed information on custom-made-to-order hot tub covers, offer measuring support, and identify and capitalize on cross/upsell opportunities to build the best cover possible.
- Order Processing: Place and amend orders in the e-commerce backend (Shopify).
- Issue Resolution: Research and resolve order issues (e.g., lost, damaged, incorrect dimensions) and liaise with third parties to file claims when necessary.
- Return Management: Generate Return Merchandise Authorizations (RMAs).
- Warranty Management: Request and assess required pictures and background information from customers on new and existing warranty claims. Collaborate with the production team to provide appropriate solutions (remake, discount on new cover, etc.).
- Channel Maintenance: Monitor and maintain accurate inventory, pricing, and status across e-commerce channels.
- Internal Communication: Communicate with TCG departments to gather and share key information on potential risks.
- Content Management: Update and expand product content, including specs, templates, related parts, and features. Request new content as needed (ie. macros, FAQs, product page updates).
- Process Improvement: Identify and assist in resolving product, channel, or process issues in collaboration with the Director.
- Proficiency in English
- Bachelor's degree, College degree, or equivalent professional experience
- Strong customer service skills with experience in a fast-paced e-comm or call center environment
- Dedicated to connecting with customers, solving problems, and creating positive experiences
- Excellent attention to detail
- Professional verbal and written communication skills
- Strong computer and phone skills, with experience in Zendesk Professional Suite and Shopify
- Exceptional time management skills, accountability, and adaptability in a flexible work environment
- Team-oriented mindset with critical thinking abilities
- Experience with luxury or custom products
