Customer Experience & Store Specialist

About the Role

As a Customer Experience & Store Specialist, you will be integral in the daily operations and achieving the sales goals of our store and customer experience teams. You will create and lead brand experiences, support operational efficiency improvements, leverage customer feedback to identify cross-functional opportunities, and ensure we consistently deliver exceptional customer service. This role is ideal for someone with a customer-first mindset who is excited to shape and lead our holistic customer service experience across both store and customer experience teams while driving results. This role reports to the Manager of Customer Experience and Store.

Responsibilities

• Ensure Rifle Paper Co. customer service standards are upheld, consistent, and executed to brand standards at all times.
• Prioritize the day-to-day workflow of the store and customer experience teams, including task assignments, metrics tracking, and reporting to ensure timely, high-quality customer resolutions.
• Creatively drive sales through outstanding customer service.
• Embody Rifle Paper Co.’s attributes and values, becoming an ambassador of the brand and its products.
• Partner with Fulfillment and Quality Control teams to ensure the store is stocked with products to support business and customer needs, and manage storefront and web inventory where applicable.
• Contribute to team meetings by discussing the previous week’s sales, customer experiences, product issues, and establishing new processes to improve customer care.
• Communicate and partner with various internal and external teams to provide a best-in-class customer experience.
• Answer customer questions regarding products and assist in customer buying decisions.
• Maintain a neat and tidy store while executing merchandising standards.
• Stay up to date with current sales, promotions, payment and exchange policies, and security practices.
• Utilize Zendesk, SAP, Square, and Shopify as they relate to the customer experience.