We are seeking a Customer Experience Specialist responsible for maintaining day-to-day customer communications for our rapidly growing direct-to-consumer e-commerce operations. The specialist
will work within a team to ensure an exceptional customer experience from pre-purchase to post-delivery.
**Key Responsibilities**:
**Order Management**: Manage daily tasks including checking dimensions, approving templates, providing
tracking updates, and liaising between customers and the production team.
**Product Expertise**: Serve as a product expert, providing detailed information on custom-made-to-order hot tub covers, offer measuring support, and identify and capitalize on cross/upsell opportunities to
build the best cover possible.
**Order Processing**: Place and amend orders in the e-commerce backend (Shopify).
**Issue Resolution**: Research and resolve order issues (e.g., lost, damaged, incorrect dimensions) and liaise with third parties to file claims when necessary.
**Return Management**: Generate Return Merchandise Authorizations (RMAs).
**Warranty Management**:Request and assess required pictures and background information from customers on new and existing warranty claims. Collaborate with the production team to provide
appropriate solutions (remake, discount on new cover, etc.).
**Channel Maintenance**: Monitor and maintain accurate inventory, pricing, and status across e-commerce channels.
**Internal Communication**: Communicate with TCG departments to gather and share key information on potential risks.
**Content Management**: Update and expand product content, including specs, templates, related parts, and features.



Request new content as needed (ie. macros, FAQs, product page updates)
**Process Improvement**: Identify and assist in resolving product, channel, or process issues in collaboration with the Director.
**Professionalism**: Maintain a high level of professionalism, creating a personalized e-commerce experience that reflects The Cover Guy brand and product quality.
**Goal Achievement**: Demonstrate responsibility and accountability in meeting individual and team goals and KPIs, while exceeding customer expectations.
**Professionalism**: Maintain a high level of professionalism, creating a personalized e-commerce experience that reflects company brand and product quality.
**Goal Achievement**: Demonstrate responsibility and accountability in meeting individual and team goals and KPIs, while exceeding customer expectations.
**Skills & Qualifications**:
- Proficiency in English
- Bachelor's degree, College degree, or equivalent professional experience
- Strong customer service skills with experience in a fast-paced e-comm or call center environment
- Dedicated to connecting with customers, solving problems, and creating positive experiences
- Excellent attention to detail
- Professional verbal and written communication skills
- Strong computer and phone skills, with experience in Zendesk Professional Suite and Shopify
- Exceptional time management skills, accountability, and adaptability in a versátil work environment
- Team-oriented mindset with critical thinking abilities
- Experience with luxury or custom products
Pay: $15,000.00 - $20,000.00 per month
**Language**:
- Inglés (required)
Work Location: In person

📌 Customer Experience Representative (Tijuana)
🏢 Robert'S Enterprises
📍 Tijuana