Customer Experience & Merchandising Operations Professional

Xceleration Partners LLC•Charlotte, NC

About The Position

At Xceleration, we design employee recognition and reward programs that truly connect people to their work. Our RewardStation® platform is used worldwide for everything from peer-to-peer recognition to service milestones, allowing companies to create experiences that reflect their values and reward employees in meaningful ways. We’re proud to work across more than 90 countries, delivering solutions that adapt to different cultures and work environments. Joining Xceleration means working with cutting-edge technology while being part of a team that values input and collaboration. Our environment is designed to help you grow, contribute, and see your efforts directly impact how companies engage and motivate their employees. If you’re looking for a space where your ideas can shape the future of workplace recognition, Xceleration is the place. Xceleration is seeking a self-motivated, detail-oriented Customer Experience & Merchandising Operations Professional with exceptional problem-solving skills and operational acumen who thrives in a fast-paced, collaborative environment. This requires agility that combines direct client and participant interaction through Zendesk with hands-on product sourcing and analytics. The ideal candidate is a forward-thinking, analytical self-starter with entrepreneurial spirit who can identify impactful insights, communicate strategic learnings, and thrive under dynamic, shifting business priorities.

Requirements

Proficiency with MS Office Suite including Excel’s advanced functions (Vlookups, Pivot Tables, formulas, sorting, filtering)
Solid organizational and time management skills with ability to multitask and demonstrate adaptability
Strong analytical mindset with ability to interpret data and make data-driven recommendations
Exceptional interpersonal communication and relationship building skills at all organizational levels
Comfortable on phone calls with a confident, warm communication style
Strong writing skills: able to write clear and concise emails and documentation quickly

Nice To Haves

4-year college degree or equivalent relevant work experience preferred
Zendesk experience or comparable CRM platform preferred
Project management experience preferred. Jira a plus.
Curiosity about AI and openness to learning Claude for task automation, efficiency gains, and handling time-consuming work is valued; existing proficiency a bonus but not required.

Responsibilities

Deliver exceptional customer experience and serve as Xceleration's brand ambassador by intuitively interfacing with participants and clients through email and occasional phone support as needed; provide timely issue resolution across multiple programs for domestic and international audiences
Learn & understand our business to be able to efficiently escalate opportunities and solve problems. Contribute regularly to documentation to keep processes current.
Apply advanced troubleshooting skills autonomously to resolve issues and improve processes
Administer Zendesk CRM as the central platform to track, document, and manage all cases and inquiries across channels
Proactively communicate with participants and internal stakeholders regarding account activities, trends, and issues
Demonstrate initiative in exposing and resolving issues and identifying business opportunities
Learn and apply Zendesk best practices to manage and optimize brands, organizations, workflows (automations, triggers, macros), AI Agents, knowledgebases, and SLAs as business needs evolve
Assist with product research to identify trends and new sourcing opportunities
Create and maintain accurate and updated records of open projects and periodic replenishment purchase orders
Support planning & execution of visual presentations and product assortments for stakeholders
Coordinate order placement and sample selection based on client needs and catalog requirements; manage vendor communication and specifications to ensure timely fulfillment