Product and Customer Specialist

Gratz Pilates•Philadelphia, PA

12d•Onsite

About The Position

We are seeking a detail-oriented and proactive Product and Customer Specialist to join our small but growing team. This role requires strong problem-solving skills, excellent communication, and the ability to handle customer inquiries about orders, shipping, and product details. The ideal candidate thrives in a fast-paced environment, has strong organizational skills, and enjoys helping people.

Requirements

Enjoy solving problems in the short-term and long-term
Excellent verbal and written communication skills
Strong problem-solving and critical-thinking abilities
Strong attention to timelines and time management
Familiarity with order processing and shipping procedures
Ability to learn and maintain product knowledge
Bachelor’s degree

Nice To Haves

Bilingual is preferred, English + second language
Previous experience in hospitality, customer service or a similar role is preferred
Ability to learn new software and tools, proficiency in Hubspot and Spotify is ideal
Ability to learn and maintain product knowledge, Pilates knowledge is ideal

Responsibilities

Customer Support & Product Guidance: Provide exceptional customer support via phone, email, and chat, offering expert product advice and addressing inquiries in a timely, accurate manner.
Product Issue Resolution: Troubleshoot and resolve product-related issues, including order discrepancies, product defects, and questions about usage, ensuring a seamless customer experience.
Order & Product Modifications: Manage customer requests for product changes, such as adjustments to selections, quantities, and shipping details, ensuring accurate processing.
Shipping & Delivery Support: Provide customers with updates on order status, estimated delivery times, and tracking details, ensuring they are fully informed throughout the process.
Product Expertise: Be the go-to expert for all product-related inquiries, including specifications, features, benefits, and practical usage advice, helping customers make informed decisions.
Customer Relationship Management: Build and maintain strong, positive relationships with customers by providing personalized solutions and continuously ensuring satisfaction with both products and services.
Collaboration with Internal Teams: Work closely with Sales, Shipping, Manufacturing, Product, and Marketing teams to resolve product and order issues, ensuring smooth processing and delivery, and sharecustomer needs and insights.
Documentation & Reporting: Accurately document customer interactions, feedback, and product issues, ensuring thorough records are maintained for follow-up and continuous improvement.