Customer Care Associate

Position Overview

The Customer Experience Specialist serves as a trusted liaison between our customers and our brand, ensuring a seamless experience across phone, email, and digital channels. This role provides product and service information, assists with orders and fulfillment, and resolves customer issues with accuracy, empathy, and efficiency. In addition to traditional support functions, the Specialist also helps oversee customer reviews, manages service inquiries across eCommerce channels, and collaborates with Sales, Fulfillment, and Operations to deliver consistent, high-quality service.

The best Customer Experience Specialists are genuinely excited to help customers. They are patient, empathetic, and clear communicators who can confidently troubleshoot, research solutions, and advocate on behalf of the customer. Success in this role requires adaptability, strong problem-solving skills, and the ability to balance multiple tasks while maintaining a professional, positive attitude.

Ultimately, this position is about building trust, creating positive experiences, and ensuring customers feel valued at every stage of their journey.

• Receive and respond to inbound customer calls, support cases, and email inquiries in a timely and professional manner
• Accurately enter and manage customer sales orders, returns, and related transactional data
• Assist customers with product questions, selection, and troubleshooting
• Provide solutions for order fulfillment, shipping, and delivery issues
• Resolve product or service concerns by identifying the issue, determining the root cause, offering solutions, and following up to ensure satisfaction
• Create, maintain, and update customer accounts in company databases
• Work closely with Sales, Fulfillment, and Operations teams to ensure smooth resolution of customer issues and to share feedback for process improvements
• Maintain up-to-date knowledge of products, promotions, and company policies
• Monitor and respond to customer reviews across platforms, escalating issues as needed
• Handle eCommerce marketplace customer service, ensuring timely case resolution and adherence to channel policies
• Document support interactions and generate reports as needed
• Strive to meet or exceed team performance goals, including response times and customer satisfaction benchmarks

• 2+ years of customer service experience minimum
• Proven customer support experience or experience as a client service representative
• Excellent verbal and written communication skills with strong attention to detail
• Proficient in utilizing technology for inbound calls, email communication, and case management
• Familiarity with CRM software systems and customer support best practices
• Ability to adapt/respond professionally to a wide variety of customer needs and personalities
• Strong problem-solving skills with the ability to identify issues, evaluate options, and implement solutions quickly
• Highly organized with the ability to multi-task, prioritize, and manage time effectively in a fast-paced environment
• Goal-oriented and committed to continuous learning and growth

• Experience monitoring and responding to customer reviews across eCommerce platforms
• Prior background in eCommerce, retail, or multi-channel customer support
• Working knowledge of order management systems, ERP, or other transactional platforms
• Interest in, or experience with, lifestyles of health and sustainability

• High School diploma or equivalent required
• Associate's or Bachelor's degree in Business, Communications, or related field preferred (not required)

We offer an encompassing benefits package including Medical, Dental, Vision, 401k, PTO and 8 paid Holidays per year.