CX Specialist

Terrybear is looking for aCustomer Experience (CX) Specialist to join our team! This role is a great fit for someone who enjoys helping customers, solving problems, staying organized, and working with multiple teams to keep things running smoothly.

As a CX Specialist, you’ll support Terrybear’s customers throughout the order process – from order entry through delivery – while helping resolve questions, maintain accurate account information, and provide the responsive, high-quality service our customers expect.

• Pay: $/hour
• Schedule:
  
  Monday–Friday, 8:00am – 5:00pm
• Location:
  
  Remote, but must be within reasonable commute to the office for monthly on-site meetings
• Employment Type:
  
  Full-time

Benefits and Perks

• 100% employer paid options, including health, dental, vision, life/AD&D, and short-term & long-term disability
• Voluntary benefits including additional life/AD&D, critical illness, and accident insurance
• 401(k) with employer match
• Paid time off starting at 16 days per year + 10 paid holidays
• Flexible Spending Account
• Employee Assistance Program
• Educational Assistance
• Monthly Profit Sharing

What You’ll Do

• Build and maintain positive relationships with customers
• Process customer orders accurately and manage them through delivery
• Respond to customer questions and resolve issues in a timely, professional manner
• Process credits, returns, replacements, and order adjustments
• Maintain accurate customer account information, notes, and documentation
• Communicate proactively with customers regarding orders, questions, and issues
• Work closely with Sales, Marketing, Personalization, Operations, and other teams to ensure a seamless customer experience
• Manage promotions, pricing changes, and other account updates within the ERP system
• Maintain process documentation, FAQs, and reference materials
• Generate daily and weekly reports related to customer and account activity
• Review order and account information to identify trends and opportunities for improvement
• Identify recurring customer issues and share feedback that can help improve processes and service
• Participate in team meetings and contribute ideas to improve efficiency and the customer experience
• Assist with additional administrative tasks and projects as needed

Required Qualifications

• Associate’s degree in a related field or an equivalent combination of education and relevant work experience
• At least one year of experience in customer service, sales, or a related field
• Strong written and verbal communication skills
• Excellent attention to detail and organizational skills
• Ability to manage multiple priorities and meet deadlines
• Strong problem-solving skills and a customer-focused mindset
• Proficiency with Microsoft Office or similar software

Preferred Qualifications

• Experience working with ERP or CRM systems
• Experience in a B2B or distribution environment

What Will Help You Succeed

Our ideal CX Specialist is someone who takes ownership of their work, communicates clearly, and enjoys collaborating with others. You should be comfortable adjusting to changing priorities while maintaining accuracy and providing responsive, solution-oriented support.

You’ll be successful in this role if you:

• Take accountability for customer accounts and orders
• Communicate professionally with customers and coworkers
• Take initiative to identify and resolve problems
• Work well across departments and as part of a team
• Stay organized while managing multiple tasks and deadlines

At Terrybear, our Brand Promise is Compassionate, Committed, Inspired. We bring those values into our daily work, our relationships with one another, and the experience we provide to our customers.

If you’re organized, customer-focused, and enjoy being part of a collaborative team, we’d love to hear from you. join Terrybear as our next Customer Experience Specialist.