Is 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 company 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
**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 & French
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 flexible work environment
Team-oriented mindset with critical thinking abilities
Experience with luxury or custom products
Tipo de puesto: Jornada completa
Sueldo: $15,000.00 - $20,000.00 al mes
Beneficios:
- Caja de ahorro
- Días por enfermedad
- Estacionamiento de la empresa
- Servicio de comedor
- Vales de despensa
Pago complementario:
- Bono de asistencia
- Bono de puntualidad
Tipo de jornada:
- Lunes a viernes
- Turno matutino
Idioma:
- Inglés (Obligatorio)
Lugar de trabajo: Empleo presencial

📌 Especialista en Experiencia del Cliente (Tijuana)
🏢 Robert'S Enterprises
📍 Tijuana