Customer Experience Specialist

Job Description

Work Location: 784 Channel Street, San Pedro CA 90731 and Work From H on Wednesdays

Working Hours: Monday – Friday: 7:30am to 4:30pm

Salary Band: $19.00 – $21.00 per hour Depending on Experience

Sports Research has an opportunity for a full-time, Customer Experience Specialist to join our team here in our beautiful San Pedro, CA office and work from home one day a week. We are a collaborative and fun team!

Candidates must have a customer service background or comparable experience with knowledge & understanding of the health, fitness, wellness, or nutrition space. This position is perfect for someone who is ambitious and is looking to grow personally and professionally within a team that is expanding quickly.

Sports Research is one of the largest privately held dietary supplement and health and wellness brands in the U.S. Established in 1980 and made popular by our flagship product Sweet Sweat, Sports Research remains a family owned company dedicated to providing the highest quality products. As a leader in this industry, we are searching for the right people to bring into the brand and be a part of The Sport Of Life!

Daily Responsibilities Include, But Are Not Limited To:

• Responding in writing to tickets/emails via Zendesk
• Troubleshooting shipping and processing issues, tracking packages
• Proactively noticing patterns/ trends and addressing or escalating them to management
• De-escalating customer complaints
• Problem solving
• Product testing (not required)
• Continuing to build knowledge database
• Collaborating with other departments (warehouse, marketing, QA, social media, design, etc.)
• Interacting with customers on multiple social media platforms
• Monitor incoming communication and relevant conversations on media channels
• Respond to emails, product reviews, and other customer inquiries in a professional and timely manner, delivering accurate and complete responses
• Share product knowledge with customers and assist with product selection.
• Other duties as needed/assigned

Required/Preferred Experience:

Customer Support: Critical thinking, Problem solving daily, Working in multiple systems, Helping customers with their questions or issues on multiple platforms and systems, Answering emails, Tickets, Chats, DMs, Comments, Using de-escalation techniques, Navigating tricky conversations with patience and empathy, Proactive troubleshooting & problem solving, and Tracing problems to their root cause.

Systems: NetSuite, Zendesk, Shopify, Extensive, Google Docs/Sheets, Instagram, Facebook, Amazon Seller Central, TikTok Shop, ReturnLogic, Recharge, and Monday.com

Skills/Knowledge/Education: Highly skilled communicators, Quick and accurate with systems and technology, Extensive writing experience, Expertise & love for health, fitness & wellness, Nutrition knowledge/expertise, Trade show experience is a plus, Multi-channel customer support, Social media savvy, Experience working in inventory ERP systems, Experience working in Amazon Sellers Central, Excellent interpersonal communication skills, Critical thinking and problem solving, Solution oriented out of the box thinking, Working with multiple team members from different departments, Ability to work in systems and with technology, Intuitive empathy, and impeccable writing and speaking skills.

Qualifications:

• 3+ years’ customer experience in health, fitness, wellness, or nutrition or similar products
• First hand experience/ knowledge with dietary supplements is a PLUS!
• Previous Zendesk experience
• Previous experience working with customers on Amazon
• Previous NetSuite or other ERP Experience
• Comfortable with technology
• Ability to learn retain education of 100+ dietary supplements and wellness products
• Comfortable in-office and being collaborative
• Always taking initiative to learn operations and fine tune them
• Career driven and constantly seeking ways to better themselves and the department
• Communications / writing background
• Articulate with a keen attention to detail

Benefits:

• Free Medical, Dental, Vision & Life Insurance for Employee’s coverages
• 401K retirement plan with up to a 4% company match
• Accrued PTO, Paid Company Holidays, and Paid Floating Holidays
• Work from home one day a week, plus one additional day each month
• Free products
• Growth opportunities

Sports Research is an equal opportunity employer committed to providing a diverse environment.

Sports Research may update benefits at any time with notice.

For Sports Research’s Career Privacy Statement please visit https://www.sportsresearch.com/cpra-notice

Job Type: Full-time

Pay: $19.00 – $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: Hybrid remote in San Pedro, CA 90731