Customer Experience and Support Specialist

Job Overview
Vanilla Bean Kings is seeking a detail-oriented, proactive Customer Experience Specialist to manage daily customer communication across e-commerce, wholesale, and retail channels. This role ensures fast, accurate, and brand-aligned responses while protecting company margins and maintaining operational standards.

Core Responsibilities

Customer Support (Direct to Consumer Marketplace)

• Respond to email, website chat, and marketplace messages (Amazon, Walmart, etc.) utilizing Gorgias HelpDesk
• Handle incoming calls and complete outgoing calls as needed for follow-up
• Handle order issues, shipping questions, product education, damage claims, returns, and replacements
• Maintain response time targets (<24 hours)

Business to Business & Wholesale Support

• Provide documents such as COIs, W-9s, SDS sheets, and product specs
• Handle bulk order questions
• Coordinate with operations on fulfillment timing
• Escalate large claims or pricing concerns appropriately

Returns & Claims Management

• Evaluate damaged shipment claims
• Issue return labels and replacements when appropriate
• Protect margins by requiring documentation and avoiding unnecessary refunds
• Track repeat claim customers
• Coordinate with shipping providers like USPS, UPS, Fedex and submit claims as needed
• Document returns utilizing Google Sheets

Product Knowledge & Education

• Understand Vanilla Bean Kings products offered
• Ability to navigate through blogs to help answer questions and provide support
• Educate customers clearly without overpromising

Brand Voice Management

• Maintain warm, professional, knowledgeable tone
• Protect brand reputation while setting boundaries

Internal Coordination

• Communicate with operations, fulfillment, and accounting
• Flag recurring product issues
• Identify patterns in customer complaints

Other duties as assigned

Required Skills

• Prior experience in customer support or call center environments is advantageous
• Strong computer skills with proficiency in various applications and data entry tasks
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Demonstrated ability to handle multiple tasks efficiently while maintaining high-quality service standards
• Experience in sales or upselling techniques is beneficial but not required; a proactive attitude is essential
• High attention to detail
• Organizational skills
• Takes initiative to problem solve and resolve conflict
• Goal oriented to meet internal Key Performance Indicators (KPIs) daily

Ideal Experience

• Experience in e-commerce customer service or CPG (specifically Gorgias HelpDesk)
• Familiarity with marketplace messaging (Amazon, Wal-Mart etc.)
• Understanding of basic business documentation

Job Type: Full-time

Pay: $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Work Location: In person

Salary : $20