Customer Experience Specialist

The Customer Experience Specialist is a critical‑thinking, customer‑focused role that supports multiple areas of the business. This position manages customer interactions, supports sales and promotions, assists with product setup and web updates, and ensures a seamless end‑to‑end customer experience. The role requires a strong understanding of e‑commerce operations, customer service best practices, and digital tools including SAP, Wrike, Shopify, and Gorgias. 

Key Responsibilities: 

Creative, Product, & Promotions Support 

• Submit and manage Wrike requests for creative assets, ensuring timely delivery of campaign, promotional, and web enhancement materials. 
• Collaborate cross‑functionally with internal teams to plan content, apply creative assets effectively, and support overall web updates. 
• Push creative assets in backend systems and maintain accurate website content, including PDPs, terms and conditions, and other customer‑facing information. 
• Assist with new product setups by partnering with the admin team to ensure proper activation and accuracy within SAP. 
• Support sales and promotions by participating in web enhancement meetings, building, and updating campaign pages, and scheduling promotions prior to launch. 
• Communicate promotion details, timelines, and updates to the customer service team to ensure consistent, informed customer interactions. 

Customer Experience & Order Management 

• Provide end‑to‑end customer support across multiple channels, including email, chat, reviews, and social media, resolving inquiries related to orders, products, shipping, returns, promotions, and website experience. 
• Manage and respond to customer reviews through Okendo and collaborate closely with the Social Media team to address customer questions and feedback across social platforms, ensuring timely, accurate, and on‑brand responses. 
• Monitor customer feedback, reviews, and social interactions to identify trends and recurring issues, escalating insights to internal teams to support issue resolution and continuous improvement of the customer experience. 
• Support order management processes by assisting with order placement, modifications, cancellations, refunds, and exchanges across D2C and B2B orders. 
• Partner with fulfillment, operations, and internal stakeholders to resolve delivery issues, inventory concerns, and order discrepancies. 
• Maintain accurate customer records and documentation across support and order management systems, ensuring consistency, attention to detail, and compliance with service standards. 

Process Improvement & Compliance 

• Maintain and update documentation for customer service process changes, training materials, and best practices. 
• Utilize knowledge of website functionality to assist customers with placing online orders. 
• Ensure compliance with retail and promotional vendor agreements and routing guides. 
• Identify roadblocks and proactively suggest improvements to enhance workflows. 
• Apply customer-specific logic to pricing documents, working closely with the Product Line Manager to communicate accurate pricing across channels and platforms. 

Required Skills 

• Experience supporting D2C and/or B2B customers, preferably in an apparel, retail, or e‑commerce environment. 
• Familiarity with customer support and help desk tools such as Gorgias, Zendesk, or Kustomer. 
• Experience working with e‑commerce platforms and order management systems, including Shopify or similar platforms. 
• Working knowledge of ERP systems, Salesforce, Commerce Cloud, and project management tools, with the ability to quickly learn and adapt to new systems and technologies. 
• Familiarity with return and exchange platforms such as Loop Returns or similar systems. 
• Understanding retail operations, promotions, order fulfillment, and end‑to‑end customer journey touchpoints. 
• Strong written and verbal communication skills with the ability to interact professionally, clearly, and empathetically with both customers and internal teams. 
• Detail‑oriented and highly organized, with strong critical thinking and problem‑solving skills. 
• Ability to multitask and manage competing priorities in a fast‑paced environment. 
• Bachelor’s degree preferred but not required. 

Qualifications: 

Minimum 2 year in similar position (3 years preferred) 

We believe a complete benefit package is important and provides our employees with a level of comfort and security for themselves and their families. We offer a full range of benefits to our full-time associates: Health, Dental, Vision, Life, STD / LTD, Long-Term Care, 401K with Employer Match, PTO (including Paid Holidays), Event Tickets and Employee Discounts. 

Equal Opportunity Employer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.