Product & Customer Specialist

Job Title: Product and Customer Specialist

Job Type: Full-Time, On-site

Job Description:
We are seeking a detail-oriented and proactive Product and Customer Specialist to join our small but growing team. This role requires strong problem-solving skills, excellent communication, and the ability to handle customer inquiries about orders, shipping, and product details. The ideal candidate thrives in a fast-paced environment, has strong organizational skills, and enjoys helping people.

Key Responsibilities:

• Customer Support & Product Guidance: Provide exceptional customer support via phone, email, and chat, offering expert product advice and addressing inquiries in a timely, accuratemanner.

• Product Issue Resolution: Troubleshoot and resolve product-related issues, including order discrepancies, product defects, and questions about usage, ensuring a seamless customer experience.

• Order & Product Modifications: Manage customer requests for product changes, such as adjustments to selections, quantities, and shipping details, ensuring accurateprocessing.

• Shipping & Delivery Support: Provide customers with updates on order status, estimated delivery times, and tracking details, ensuring they are fully informed throughout the process.

• Product Expertise: Be the go-to expert for all product-related inquiries, including specifications, features, benefits, and practical usage advice, helping customers make informed decisions.

• Customer Relationship Management: Build and maintainstrong, positive relationships with customers by providing personalized solutions and continuously ensuring satisfaction with both products and services.

• Collaboration with Internal Teams: Work closely with Sales, Shipping, Manufacturing, Product, and Marketing teams to resolve product and order issues, ensuring smooth processing and delivery, and sharecustomer needs and insights.

• Documentation & Reporting: Accurately document customer interactions, feedback, and product issues, ensuring thorough records are maintained for follow-up and continuous improvement.

• Enjoy solving problems in the short-term and long-term

• Excellent verbal and written communication skills

• Strong problem-solving and critical-thinking abilities

• Strong attention to timelines and time management

• Familiarity with order processing and shipping procedures

• Ability to learn and maintain product knowledge

• Bilingual is a plus (French, German, Polish, Korean, Japanese, Spanish, Italian fluency)

• Previous experience in hospitality, customer service or a similar role is preferred

• Ability to learn new software and tools, proficiency in Hubspot and Shopify is ideal

• Ability to learn and maintain product knowledge, Pilatesknowledge is ideal

• Bachelor's degree

• Medical/Vision Insurance with $0 deductible

• Low-cost Dental add-on

• Provided Short-term/Long-term Disability

• No-cost Life Insurance Policy

• Paid Holidays, Sick Time & Vacation Days

• 401K