Customer Experience Specialist

divh2Customer Experience Specialist/h2pCalyan is a give-back candle company on a mission to become the top 100% soy candle brand in the United States. Known for our reliable products, surprise and delight customer service, and commitment to funding the fight against human trafficking, we have experienced remarkable growth since our founding in 2017./ppWe are seeking a highly organized, service-minded, and detail-oriented Customer Experience Specialist to support our retail and wholesale customers through clear communication, problem-solving, and day-to-day customer support operations. This role plays an important part in delivering the thoughtful, responsive service that sets Calyan apart./ppThe ideal candidate is a strong communicator who enjoys helping people, pays close attention to detail, and can manage multiple responsibilities with professionalism and care. We are looking for someone who is dependable, adaptable, proactive, and able to work both independently and collaboratively across departments./ph3Core Responsibilities:/h3ulliRetail Customer Support/liliWholesale Account Support/liliCustomer Experience Relationship Management/liliData Management Reporting/liliAdministrative Cross-Functional Support/li/ulh3Duties:/h3pRetail Customer Support/pulliMonitor and respond to retail customer service emails, website messages, support tickets, and phone calls./liliResolve customer service issues in a timely, professional, and solution-oriented manner./liliProcess retail returns and replacement orders./liliSend thank-you notes for qualifying customer orders and VIP customers./liliRespond to customer reviews on the Calyan website and Faire platform./liliServe as a positive, professional, and helpful representative of the Calyan brand through every customer interaction./li/ulpWholesale Account Support/pulliMonitor and respond to wholesale customer emails and phone calls./liliSupport wholesale partners by resolving order, product, and account-related issues./liliProcess wholesale returns and replacements./liliAssist in maintaining strong relationships with retail and wholesale accounts./li/ulpData Management Administrative Support/pulliInput and maintain KPI and scorecard data for E-commerce and Customer Experience reporting./liliCreate and maintain customer account profiles and CRM records./liliMaintain and update the store locator on the company website./liliAssist with customer feedback collection and survey distribution to identify areas for improvement./liliAssist in preparing for customer tours and on-site visits./liliAdministrative and cross-functional support for Sales Marketing, as needed/li/ulh3Qualifications:/h3ulli2+ years of experience in customer service, customer support, account management, administrative support, or a related role preferred./liliExceptional written and verbal communication skills./liliStrong organizational, time management, and multitasking abilities./liliStrong attention to detail and ability to manage multiple priorities effectively./liliAbility to remain professional and solution-oriented when handling customer questions or issues./liliProactive and self-motivated, with the ability to work independently and take initiative when needed./liliPreferred experience using platforms such as Shopify, Zendesk, CRM systems, and Microsoft Office/Excel./li/ulh3Hours:/h3ulli40 hours/week/liliPosition will begin onsite at our Arlington, TX facility, with potential for hybrid work once established in the role./li/ulh3Starting Salary:/h3ulli$48,000 72,000/liliCompensation will be based on experience level/li/ulh3Benefits:/h3ulliUnlimited PTO/lili10 paid holidays/lili401K Plan Available after 3 months/liliHealth, Dental, Vision Benefits - 60% company / 40% employee split (available on the first of the month after start date)/liliProfit Sharing Plan/liliEmployee discount of 50% and Pay Day Breakfasts/li/ul/div