Customer Service Specialist

Huk Gear•Charleston, SC

11d•Onsite

About The Position

Marolina Outdoor Inc. is seeking a proactive, detail-oriented, and customer-focused Customer Service Specialist to support our Huk and Nomad Outdoor brands. This role is responsible for delivering exceptional customer experiences across multiple communication channels, including email, phone, live chat, social media, and SMS. The Customer Service Specialist serves as a key point of contact for customers, ensuring timely and accurate resolution of inquiries related to orders, products, shipping, returns, exchanges, and warranties. This role also partners closely with internal team - including E-commerce, Marketing, and Operations - to support operational initiatives, improve processes, and maintain a consistent brand voice.

Requirements

2+ years of customer service experience, preferably in eCommerce or retail.
Strong written and verbal communication skills.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities and customer conversations simultaneously.
Proven problem-solving and conflict resolution abilities.
Customer relationship management
Multichannel communication (email, phone, chat, social, SMS)
Order, return, and warranty processing
Attention to detail and fraud awareness
Time management and ticket prioritization
Cross-functional collaboration

Nice To Haves

Experience with customer service platforms (e.g., Gladly or similar tools) preferred.
Familiarity with Shopify, Klaviyo, Meta Business Suite, or SMS platforms is a plus.

Responsibilities

Customer Communication & Support Respond to customer inquiries via email, phone, live chat, and SMS in a timely and professional manner.
Provide accurate information regarding orders, shipping, promotions, product availability, and general inquiries.
Maintain company SLAs by resolving and closing support tickets within 24 hours.
Return missed calls and respond to voicemails promptly.
Ensure all customer interactions reflect brand standards and a positive customer experience.
Order Management & Internal Coordination Assist with order updates, cancellations, and out-of-stock adjustments via Shopify.
Communicate with the 3PL regarding order processing updates, corrections, or customer requests.
Maintain accurate documentation of order adjustments using internal tracking tools.
Create and maintain macro responses to improve efficiency and consistency.
Route wholesale inquiries and escalate issues to appropriate departments.
Returns, Exchanges & Warranty Processing Monitor and process returns and exchanges, including those flagged for review.
Review AI-flagged returns to ensure legitimacy and prevent fraud before issuing return labels.
Manage partial exchanges, refunds, and reprocessing of rejected returns when appropriate.
Review and process warranty claims for Huk and Nomad products and issue store credit when appropriate.
Escalate disputes or out-of-policy claims to management.
Reviews & Customer Feedback Management Monitor unpublished customer reviews via Yotpo.
Approve or reject reviews for publication on brand websites.
Respond to customer feedback, complaints, and product-related questions.
Identify recurring issues and communicate insights to leadership.
Corporate, Bulk & B2B Orders Support customers with corporate, bulk, and B2B purchasing inquiries.
Coordinate with management on pricing, discounts, and approvals.
Guide customers through the bulk ordering process from inquiry through fulfillment.
DTC Communication & Marketing Support Monitor and respond to customer messages and comments through Meta Business Suite.
Provide support through SMS platforms.
Escalate sensitive or complex issues to appropriate internal teams when necessary.
Assist in briefing and coordinating email campaigns, including gathering product details, links, and assets for internal teams.
Support the execution of email and SMS campaigns within platforms such as Klaviyo and Postscript, including basic setup, QA, and scheduling.
Help maintain campaign calendars and ensure timely delivery of marketing communications.
Partner with E-commerce, Marketing, and Brand teams to support ongoing Nomad initiatives and ensure alignment across channels.
Administrative Support Process draft orders submitted by Marketing and brand teams.
Maintain and update catalog mailing lists.
Manage email and SMS subscription preferences via Klaviyo and Postscript.
Forward sponsorship and donation requests to the Marketing team.