Customer Experience Specialist
4 weeks ago
Role Summary
The Customer Experience Specialist contributes to the customer experience by supporting omni service processes. Their goal is to pick, pack, and ship online customer orders, fulfill in-store and curbside pickup orders, and transfer product back to the warehouse.
Key Responsibilities
- Strategically processes order queue and daily workload to prevent backlog, limit cancellations, maintain proper customer touchpoints, and prioritize fulfillment of expedited orders
- Maintains standards through the use of proper packaging to exceed the customer's product expectations
- Effectively uses store technology to ensure a seamless omni-channel shopping experience for the customer
Business Operations
The Customer Experience Specialist oversees the omni process to ensure fill rates are maintained and the brand standard is followed. They also oversee organizational standards related to supply needs, technology, workstations, order staging and pickup areas.
Communication and Relationships
The Customer Experience Specialist communicates daily with the leadership team on omni processes to ensure task completion. They proactively escalate issues that may be impacting the ability to fulfill orders and collaborate with store leadership team to share progress on results, while articulating support needs to maximize efficiency.
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