Customer Experience & Merchandising Operations Professional

Primary 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.

Merchandising & Product Management

• 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.
• Cook up order placement and sample selection based on client needs and catalog requirements; manage vendor communication and specifications to ensure timely fulfillment.
• Cook up order placement and sample selection based on client needs and catalog requirements; manage vendor communication and specifications to ensure timely fulfillment.

Desired skills and experience

• 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.
• 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.
• Able to write clear and concise emails and documentation quickly.