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 escape 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 escalation 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

📌 Customer Experience Specialist (Tijuana)
🏢 Robert'S Enterprises, De C.V.
📍 Tijuana