Customer Experience Associate

Mayorga Coffee • Rockville, MD

10d • Onsite

About The Position

This role serves as the primary point of contact for customers, managing inquiries via phone, voicemail, and email. The associate will handle complex issues such as escalations, dissatisfied customers, and intricate order problems, taking ownership from start to finish and knowing when to involve management. Responsibilities include managing tickets and processing orders, returns, and resolutions within NetSuite and Shopify. The role also involves documenting customer interactions, identifying trends, and suggesting improvements to existing policies, workflows, and templates. Additionally, the associate will provide in-person customer support at the retail location and at occasional off-site events, with some involvement in light content capture at events and supporting marketing initiatives.

Requirements

• 3 to 5 years in a customer-facing role (CPG, retail, hospitality, or similar fast-paced environments)
• Demonstrated track record handling escalations and difficult conversations
• Strong writing and verbal communication skills, with the ability to adjust tone for the situation
• Comfort with Gorgias, NetSuite, Shopify, Excel, and Google Workspace, or ability to learn new systems quickly
• Highly organized, proactive, and self-directed
• Ability to work on-site in Rockville

Nice To Haves

• Bilingual (English/Spanish)
• Coffee, food, or beverage industry experience
• Comfort using AI tools to work smarter
• Basic photo/video capture skills

Responsibilities

• Serve as the first point of contact for customers via phone, voicemail, and email, addressing inquiries promptly, accurately, and with care.
• Handle escalations, upset customers, and complex order issues, owning these situations end-to-end and determining when to involve management.
• Manage tickets and process orders, returns, and resolutions in NetSuite and Shopify.
• Document interactions, identify patterns, and propose improvements to policies, workflows, and templates.
• Provide in-person customer support at the retail location and occasional off-site events.
• Perform light content capture at events and support marketing initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed