Customer Service Specialist

Customer Service and Support:

• Deliver an exceptional customer experience by providing responsive, solution-oriented support across phone, email, website, and marketplace channels.
• Process and manage customer orders (web, PO, and marketplace) accurately and efficiently, including payments, invoicing, and database updates in NetSuite to maintain current records.
• Own post-order support processes such as returns, refunds, shipping or manufacturing errors, claims, backorders, and special delivery instructions to resolution.

Process Expertise and Opportunity Recognition:

• Qualifying customer needs through thoughtful discovery and ensuring timely follow-up and resolution.
• Gain working knowledge of the brand, e-commerce processes, marketing, and warehouse teams, and overall business strategy to grow business acumen.
• Identify and escalate growth opportunities by uncovering needs beyond stated requests and partnering with account management and internal teams to support retention and revenue.

What we value in this role:

• Someone naturally wired to make things happen and take great care of our customers.
• Ability to quickly identify customer needs and effectively resolve issues while providing exceptional customer service every step of the way.
• Highly skilled at building strong relationships.