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 esaclate critical issues with supporting documentation.

Manage warranty and damage claims: assess customer-provided information and determine appropriate resolutions (remake, credit,



denial, discount, etc.).

COLLABORATION & CONTINUOUS IMPROVEMENT

Communicate internally to share key information and escalat[e]? 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 weekly.

Proficiency in English, with excellent verbal and written communication skills

Bachelor’s degree, college diploma, or equivalent professional experience

Proven customer service experience, preferably in a fast-paced or call center environment

Passionate about delivering exceptional customer experiences and resolving issues effectively

Strong attention to detail and commitment to accuracy

Proficient in using customer support platforms, including Zendesk Professional Suite and Shopify

Skilled in Microsoft Excel; experience with SAP is a strong asset

Excellent computer and phone skills, with the ability to learn new systems quickly

Exceptional time management, accountability, and adaptability in a dynamic work environment

Team-oriented with strong critical thinking and problem-solving abilities

Experience working with luxury or custom products is preferred

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