Customer Experience Representative

hace 3 días

Tijuana, México Robert's Enterprises A tiempo completo

We are seeking a Customer Experience Specialist responsible for maintaining day-to-day customer communications for our rapidly growing direct-to-consumer e-commerce operations. The specialistwill work within a team to ensure an exceptional customer experience from pre-purchase to post-delivery.**Key Responsibilities**:**Order Management**: Manage daily tasks including checking dimensions, approving templates, providingtracking 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 tobuild 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 provideappropriate 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.**Professionalism**: Maintain a high level of professionalism, creating a personalized e-commerce experience that reflects The Cover Guy brand and product quality.**Goal Achievement**: Demonstrate responsibility and accountability in meeting individual and team goals and KPIs, while exceeding customer expectations.**Professionalism**: Maintain a high level of professionalism, creating a personalized e-commerce experience that reflects company brand and product quality.**Goal Achievement**: Demonstrate responsibility and accountability in meeting individual and team goals and KPIs, while exceeding customer expectations.**Skills & Qualifications**:- 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 productsPay: $15,000.00 - $20,000.00 per month**Language**:- Inglés (required)Work Location: In person

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