Customer Excellence Specialist

Job Summary

This role is responsible for supporting wholesale, retail, and e-commerce customers across multiple channels by processing orders, resolving inquiries, and ensuring a consistent and high-quality customer experience. The Customer Excellence Specialist partners with internal teams to address customer needs, resolve issues, and improve processes that impact service and operations.

Essential Functions

Customer and Order Support

• Manage direct-to-consumer and retail customer interactions across phone, email, and e-commerce channels.

• Process orders across Amazon, Walmart, eBay, and brand webstores, ensuring accuracy and timeliness.

• Respond to customer and Area Sales Representative inquiries, providing accurate information and timely resolution.

• Research and resolve order issues, shipment discrepancies, and product-related questions using internal systems and available resources.

• Provide follow-up on customer inquiries and issues to ensure resolution and a consistent customer experience.

• Support Health Food Store (HFS) retail partners by addressing inquiries and providing responsive phone support.

• Manage consumer returns and monitor customer feedback, escalating issues as appropriate.

• Utilize HubSpot CRM, Zentail/ChannelAdvisor, and Shopify to support customer interactions and order processing across multiple brands.

• Partner with cross-functional teams to resolve customer-related issues and support process improvements.

• Identify recurring issues or customer trends and communicate findings to support continuous improvement.
  

Additional Responsibilities

• Cross-train as needed and demonstrate competency in essential department functions.

• Support and participate in company, department, and safety policies, procedures, programs, and activities.

• Maintain a clean and orderly work area.

• Perform other duties as assigned.
  

Job Qualifications

• High school diploma or GED, plus related experience or training, or an equivalent combination of education and experience.

• 1–3 years of customer service experience, preferably in a call center or high-volume support environment.

• Experience using Microsoft Office and customer support or CRM systems.

• Strong written and verbal communication skills.

• Basic math skills, including the ability to calculate discounts, percentages, and proportions.

• Ability to solve routine problems and follow established processes and procedures.

• Strong phone presence, decision-making ability, and attention to detail.

• Bilingual skills are a plus, but not required.
  

Physical Requirements

• While performing the duties of this job, the employee is occasionally required to sit; use hands to handle or feel objects; reach with hands and arms; and speak or hear.

• The employee must occasionally exert up to 20 pounds of force and may frequently exert a negligible amount of force to move objects.

• Specific vision requirements include near acuity, far acuity, depth perception, accommodation, color vision, and field of vision.