Customer Experience Specialist

Job Posting Title: Customer Experience Specialist

Position Title: Customer Experience Specialist

Position Type: Full Time, Hourly $23 - $25 Hourly

Reporting To: Director of Customer Service & Operations / Customer Experience Manager

Location: Z SUPPLY HYBRID = Partial In Office / Partial Remote

Not accepting applicants unable to work at Headquarters in Costa Mesa, California

JOB OVERVIEW

The Customer Service Representative is responsible for providing exceptional service to customers through timely and effective communication across multiple channels. This role assists with order inquiries, shipping and return issues, website navigation, and product questions, while maintaining a professional and positive brand voice. The representative collaborates closely with the supervisor, warehouse, and e-commerce teams to ensure smooth operations and a seamless customer experience.

POSITION DUTIES / RESPONSIBILITIES

• Communicate effectively with customers via phone, email, and live chat
• Provide guidance on navigating website features and loyalty programs
• Accurately assess and resolve issues related to order status, product quality, customer accounts, payment transactions, and returns
• Share detailed product information including fit, sizing, and availability
• Build and maintain positive relationships with customers through clear and empathetic communication
• Collaborate with the warehouse team to ensure timely order fulfillment and return processing
• Report technical or website-related issues to IT and e-commerce teams
• Identify and communicate product feedback (fit, quality, defects) to production and design teams
• Monitor and assist with managing site and product reviews
• Support the supervisor by collecting and compiling customer data or reporting as needed
• Escalate unresolved or complex issues to the supervisor and/or director
• Provide coverage and support for the supervisor during absences or high-volume periods

SUPERVISORY RESPONSIBILITIES

• This job has no supervisory responsibilities.

QUALIFICATIONS / EXPERIENCE / SKILLS / COMPETENCIES

• 2+ years of customer service experience (e-commerce is a plus)
• Shopify / Full Circle / Zendesk / Loop experience a plus
• Proficient with email and Microsoft applications (Word, Excel)
• Organized and detail oriented
• Strong critical thinking and problem-solving skills
• Ability to multi-task - engage in multiple interactions at once and work within multiple interfaces
• Empathetic and engaging tone both verbally and in writing - able to calmly handle escalated situations
• Excellent communication - able to clearly communicate with customers and various team members
• Coachable and resilient
• Proactive and attentive to customer needs

PHYSICAL DEMANDS / WORK ENVIORNMENT

This is currently in office as needed position. The majority of work is conducted at a home office or in-office air-conditioned environment.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Z SUPPLY PERKS

At Z SUPPLY, departments work cross-functionally enabling everyone to further their knowledge and expertise in an inclusive, supportive environment that is committed to healthy work/life balance, peer mentorship, and community outreach. In addition to a collaborative and supportive culture, here are a few additional perks that are enjoyed by the Z SUPPLY team:

• Teams work a partial hybrid / remote schedule / half-day Fridays year-round
• Generous clothing discount / Positive, collaborate company culture
• New chic and modern offices located near top restaurants and shopping.
• Comprehensive health benefit package that includes medical, dental, and vision.
• Team members enjoy zero premium cost for select medical plans.
• 401K with annual company match

As required by applicable Pay Transparency laws, Z SUPPLY provides a range of compensation for roles that may be hired in locations under these requirements. To determine starting pay within the hiring range, we carefully consider a variety of factors, including primary work location, role/level, candidate’s skills, experience, market demands, internal parity and other relevant factors. Flexibility outside of the salary range listed may be considered based on additional skills or qualifications a candidate may possess that may justify additional compensation. Company paid health benefits, PTO, bonus and other various company perks are not included in the salary range listed above and are considered additional compensation.

EEO STATEMENT

Z SUPPLY is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please email HR@zsupplyllc.com.