Customer Experience Specialist

CUSTOMER SUPPORT & RELATIONSHIP MANAGEMENT

• Handle inbound customer inquiries via phone and email professionally and promptly using Zendesk.
• Ensure proper categorization and tagging of customer inquiries to maintain accurate records.
• Assist customers with custom configurations, pricing questions, and policy clarification.
• Provide proactive follow-ups to manage expectations and reduce confusion throughout the order lifecycle.
• Serve as a product expert, educating B2B customers on features and custom options to support their end customers.
• Identify cross-sell and upsell opportunities to enhance product value and average order value.
• Maintain a high level of professionalism, delivering a personalized buying experience aligned with the Core Covers brand.

ORDER & ISSUE MANAGEMENT

• Support all interested customers in placing orders by removing barriers in the sales process.
• Place and amend orders using tools such as Portal, GOF, Order Control, SAP, and Shopify.
• Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
• Monitor and action the Open Order Report daily and weekly.
• Research and resolve order-related issues (e.g., lost, damaged, or incorrectly sized items).
• File third-party claims as needed and escalate critical issues with supporting documentation.
• Manage warranty and damage claims: assess customer-provided information and determine appropriate resolutions (remake, credit, denial, discount, etc.).

CROSS-FUNCTIONAL

COLLABORATION & CONTINUOUS IMPROVEMENT

• Communicate internally to share key information and escalate risks to Managers and Directors as appropriate.
• Collaborate with internal teams to resolve recurring product, process, or channel issues based on customer feedback.
• Manage order-related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team.
• Monitor and action the Open Order Report daily and weekly.