Customer Experience Specialist Job Los Angeles area,California USA,Customer Service/HelpDesk

Position Summary

The Customer Experience Specialist is responsible for delivering prompt, professional, and

proactive support to our accounts across phone, email, and CRM channels. This role lives at the

intersection of sales support, order management, and customer care—fielding inbound

inquiries, conducting proactive outbound outreach, and partnering closely with shipping, inside

sales, and outside sales to ensure every order and interaction is handled accurately and on

time. Success in this role requires someone who is highly organized, technically fluent across

systems (Net Suite and Hub Spot), and able to toggle quickly between tasks and platforms

without dropping a beat.

Key Responsibilities

Customer Support & Communication

Cross-Functional Collaboration

Inbound support:
Answer incoming calls and messages promptly and professionally,
assisting accounts with orders, product questions, account updates, and issue resolution.
Outbound outreach:
Conduct proactive outbound calls and follow-ups
-order
confirmations, reorder reminders, issue resolution, and account check-ins to support
retention and a best-in-class customer experience.
Responsiveness:
Manage a high volume of touchpoints with consistent follow-through,
ensuring no inquiry goes unanswered and commitments are met on time.
Net Suite:
Process, track, and manage orders in Net Suite; pull account and order
information accurately and resolve discrepancies.
Hub Spot:
Log activity, manage records, and track customer interactions in Hub Spot to
maintain accurate, up-to-date account histories.
System agility:
Pivot and toggle fluidly between multiple software platforms and systems
throughout the day, maintaining accuracy and attention to detail across all of them.
Shipping & operations:
Partner with the shipping/logistics team to track fulfillment,
resolve delivery issues, and keep customers informed.
Sales channels:
Collaborate with inside and outside sales (BAMs) to support accounts,
hand off opportunities, and ensure a unified, seamless experience across channels.
Continuous improvement:
Surface recurring issues and customer feedback to help
refine processes and improve the overall customer experience.

Required Qualifications

Familiarity with Net Suite and Hub Spot (or demonstrated ability to learn new systems
quickly).
Proven ability to manage and switch between multiple software systems and tasks
simultaneously.
Strong organizational skills and a responsive, detail-oriented work style.
Excellent verbal and written communication skills; comfortable and confident on the phone
for both inbound and outbound calls.
A professional, customer-first demeanor with a track record of prompt, reliable follow-
through.
Ability to collaborate effectively across teams and departments.

Preferred Qualifications

Experience in the medical aesthetic, skincare, or related industry (preferred, but not
required).
Prior experience in customer experience, customer service, account management, or
inside sales support.
Located in or near the Greater Los Angeles area.

Core Competencies