Marketing & Customer Experience Specialist

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Marketing & Customer Experience Specialist
 
Location: Ontario, CA (In-Person)
Job Type: Full-Time, Non-Exempt
Travel: Up to 5% (trade show and event support)
 
About the Role
We are seeking a proactive and detail-oriented Marketing & Customer Experience Specialist to support both marketing initiatives and customer experience operations. This role combines customer communication, ecommerce support, product content management, website updates, and marketing coordination to help strengthen our brand and deliver an exceptional customer experience. 

 
The ideal candidate enjoys helping customers, solving problems, staying organized, learning new technologies, and using AI-powered tools to improve efficiency and business performance. This position offers exposure to multiple areas of the business and opportunities to develop valuable skills in marketing, ecommerce, customer experience, and business operations. 

 
Key Responsibilities
Customer Experience & Customer Service

• Respond professionally and promptly to customer inquiries via phone and email. 
• Manage customer service requests, including order inquiries, replacement parts, returns, and follow-up communication. 
• Coordinate replacement part fulfillment and ensure accurate documentation and recordkeeping. 
• Maintain organized customer records and assist with customer service reporting and trend analysis. 
• Work closely with internal teams to ensure customers receive timely and accurate information. 
• Help identify opportunities to improve customer satisfaction and the overall customer experience. 

Marketing, Ecommerce & Content Support

• Assist with creating and updating marketing materials, sales sheets, presentations, and promotional content. 
• Update product information, website content, FAQs, product descriptions, and digital listings. 
• Support social media content planning, scheduling, and basic performance tracking. 
• Proofread marketing and product content for accuracy, clarity, and brand consistency. 
• Maintain and update product data, pricing, and reports using Excel. 
• Conduct basic market and customer feedback research to identify opportunities for improvement. 
• Support trade shows, events, and other special projects as needed. 

  AI & Digital Tools

• Utilize AI tools to assist with customer communications, content drafting, research, data organization, and workflow automation.
• Leverage AI-powered tools to improve efficiency, accuracy, and productivity across customer experience and marketing activities.
• Assist in evaluating and adopting new technologies and AI tools that enhance team effectiveness and customer engagement.

 
Qualifications

• Strong customer service mindset with a genuine desire to help customers and solve problems. 
• Advanced Microsoft Excel skills, including data analysis, reporting, and PivotTables; proficient in Microsoft Word and PowerPoint.
• Strong organizational skills and attention to detail. 
• Excellent verbal and written communication skills. 
• Ability to manage multiple priorities and meet deadlines. 
• Comfortable learning and using AI-powered tools to improve productivity, communication, research, and content creation.
• Experience using Microsoft Copilot, ChatGPT, Gemini, Claude, or similar AI tools is preferred.
• Experience in customer service, ecommerce, marketing support, administrative support, or related fields preferred. 
• Experience with Canva, Photoshop, Illustrator, Shopify, Wix, Amazon Seller Central, or similar platforms is a plus. 

What We Offer

• Competitive compensation.
• Supportive and collaborative team environment. 
• Hands-on experience with marketing, ecommerce, customer experience, and AI-powered business tools. 
• Professional development and career growth opportunities.
• A role where your contributions directly impact customer satisfaction and company success. 

Career Growth Opportunities
This position provides exposure to multiple business functions, including Marketing, Customer Experience, Ecommerce Operations, Product Content Management, and Sales Support. Based on business needs, employee performance, and individual interests, opportunities may be available to expand responsibilities or transition into related roles within the organization. This statement is intended to describe potential development opportunities and does not guarantee a transfer, promotion, or change in position.

 
PetPals Group is an Equal Opportunity Employer. We welcome applicants from all backgrounds who are excited to contribute to a growing team, provide outstanding customer experiences, and support innovative marketing initiatives.