Customer Experience Specialist

Inked Brands•Bowling Green, KY

About The Position

Inked Brands is seeking a customer-focused and detail-oriented Customer Experience Specialist to join our team. This role serves as a key point of contact for customers, helping to ensure a positive experience across all brands and sales channels. The Customer Experience Specialist will assist customers with questions, orders, product information, and issue resolution while providing timely, empathetic, and professional support. The ideal candidate is an excellent communicator, enjoys helping people, stays organized in a fast-paced environment, and is passionate about creating exceptional customer experiences.

Requirements

High school diploma required
Strong written and verbal communication skills.
Excellent problem-solving and critical-thinking abilities.
Ability to remain professional, patient, and empathetic when handling customer concerns.
Strong attention to detail and organizational skills.
Comfortable learning new software and technology platforms.
Ability to multitask and prioritize effectively in a fast-paced environment.
Communication– Builds positive relationships and communicates clearly with customers and team members.
Customer Focus– Demonstrates a genuine desire to help customers and create positive experiences.
Detail Orientation– Exhibits a high level of accuracy and thoroughness.
Change Agility– Able to navigate successfully and positively in a high-growth environment where priorities may shift quickly.
Teamwork– Collaborates effectively across departments to support customers and achieve company goals.
Cultural Fit– Embodies and supports a positive attitude, in line with our culture founded on excellence, respect, accountability, integrity, enjoyment, and diversity.

Nice To Haves

Associate’s or Bachelor’s degree preferred.
Previous customer service, retail, hospitality, or administrative experience preferred but not required.
Experience using customer service platforms such as Gorgias, Zendesk, or similar systems.
Familiarity with Shopify or ecommerce environments is a plus.
Experience using communication tools such as Teams or similar platforms.

Responsibilities

Respond to customer inquiries through email, chat, social media, and other support channels in a timely and professional manner.
Assist customers with order status updates, product information, returns, exchanges, and general account questions.
Resolve customer concerns while providing a positive and solution-oriented experience.
Escalate complex customer issues to the appropriate team members when necessary.
Accurately document customer interactions and maintain records within customer support systems.
Collaborate with Fulfillment, Operations, Marketing, Product Development, and other teams to resolve customer issues efficiently.
Monitor support queues and help meet established service-level goals.
Identify recurring customer concerns and communicate trends to leadership.
Assist with testing and learning new processes, products, and customer support tools.
Become knowledgeable about Inked Brands products, policies, and procedures to better serve customers.
Contribute to and support a positive, creative, and collaborative culture.
Continuously improve efficiency, communication, and work product.