Customer Experience & Marketing Specialist

Job Description

Job Description

Customer Experience & Marketing Specialist

 

Location: Ontario, CA (In-Person)
Job Type: Full-Time, Non-Exempt
Pay: $22.00–$24.00 per hour, depending on experience
Travel: Up to 5% (trade show and event support)

 

About the Role

We are seeking a proactive and detail-oriented Customer Experience & Marketing 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 excellent verbal and written communication skills.
• Strong organizational skills and exceptional attention to detail.
• Intermediate Microsoft Excel skills and proficiency in Microsoft Word and PowerPoint.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience using Microsoft Copilot, ChatGPT, Gemini, Claude, or similar AI tools 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

• Health Benefits: Medical, Dental, and Vision Insurance
• Paid Time Off: vacation hours and paid holidays
• Employee Perks: Employee Discounts on PetPals Products
• Competitive Compensation: Hourly pay with performance-based growth opportunities
• Work Environment: Collaborative team culture with opportunities to contribute across departments
• Professional Growth: Hands-on experience in marketing, ecommerce, customer experience, and emerging AI-powered business tools

Career Growth Opportunities

This position offers exposure to multiple business functions, including Marketing, Ecommerce Operations, Product Content Management, Customer Experience, and Sales Support. As the company grows, high-performing employees may have opportunities to expand their responsibilities and pursue advancement within the organization based on business needs, performance, and individual interests. This statement describes potential career development opportunities and does not guarantee a promotion, transfer, or change in position.

 

Equal Opportunity Employer

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