Customer Experience Specialist (CX)

Position Summary: This position is part of the CX Experience team and reports to the Warranty Claims Manager. The primary responsibility is resolving shipping and warehouse claims accurately and efficiently, with a consistent focus on customer experience. The ideal candidate is service-oriented, detail-driven, and comfortable managing customer interactions across phone, email, and chat. Strong written and verbal communication skills and the ability to stay organized are required.

We value collaboration and continuous improvement. Team members are expected to contribute ideas, support one another, and take ownership of both problems and solutions.

Essential Duties:

• Provides resolution for all customer claims and cases related to Cali services and products, through thorough investigation, evaluation and negotiation of cases in compliance with established technical and company principles

• Works within the ERP system to document, process and manage all cases and metrics, including product research, photo documentation, following up with vendors and quality team to determine root cause of a customer case

• Accurately and thoroughly document all activities and communications in the claim files

• Communicate effectively in a professional, respectful, and persuasive manner to facilitate the timely and thorough resolution of claims

• Good judgment and the ability to thoroughly consider all relevant information to make sound decisions

• Willingness to learn and try new approaches to resolve complex issues

• Strong customer service skills with the ability to take initiative and responsibility for addressing internal/external customer concerns

• Ability to examine all information completely to identify everything that is relevant and all potential impacts

• Communicate with management to resolve problems and expedite resolution of issues

• Fully develop product knowledge and function as a product specialist

• Be organized, highly disciplined and self-motivated

• Initiate and make recommendations regarding processes, policies and procedures

• Implement continuous improvement activities to improve and streamline customer service processes.

• Make recommendations to streamline and lower the costs of customer service functions

• Multi- task incoming calls, chats, and case load

• Excellent time management skills/ability

• A solid understanding of basic computer troubleshooting, including but not limited to: virtual communication, file sharing, presentations, and online security best practices.

Minimum Requirements:

• Excellent written and verbal communications skills mandatory