Customer Experience Specialist

Corecovers; Tijuana; Presencial; MXN 457,000 - 642,000; Jornada completa

Descripción de la vacante

A textile manufacturing company in Tijuana is seeking an Entry-level Customer Support Specialist. In this role, you will manage customer inquiries through phone and email, assist with order placements, and resolve issues with passion for delivering exceptional customer experiences. Ideal candidates are detail-oriented, adaptable, and experienced with customer support platforms such as Zendesk and Shopify.

Formación

• Strong verbal and written communication skills.
• Excellent customer service in a fast-paced environment.
• Ability to learn new systems quickly.

Responsabilidades

• Handle inbound customer inquiries via phone and email.
• Assist customers with custom configurations and policy clarification.
• Manage warranty and damage claims efficiently.

Conocimientos

Proficiency in English

Customer service experience

Attention to detail

Time management

Critical thinking

Problem solving

Herramientas

Zendesk Professional Suite

Shopify

Microsoft Excel

SAP

Descripción del empleo

Psychologist | M.S. in Strategic Human Capital ManagementCustomer Support & Relationship Management

Handle inbound customer inquiries via phone and email professionally and promptly using Zendesk. Ensure proper categorization and tagging of customer inquiries to maintain accurate records. Assist customers with custom configurations, pricing questions, and policy clarification. Provide proactive follow-ups to manage expectations and reduce confusion throughout the order lifecycle. Serve as a product expert, educating B2B customers on features and custom options to support their end customers. Identify cross‑sell and upsell opportunities to enhance product value and average order value. Maintain a high level of professionalism, delivering a personalized buying experience aligned with the Core Covers brand.

Support all interested customers in placing orders by removing barriers in the sales process. Place and amend orders using tools such as Portal, GOF, Order Control, SAP, and Shopify. Manage order‑related tasks: check dimensions, approve templates, provide tracking updates and communicate with the production team. Monitor and action the Open Order Report daily and weekly. Research and resolve order‑related issues (e.g., lost, damaged, or incorrectly sized items). File third‑party claims as needed and elevate critical issues with supporting documentation. Manage warranty and damage claims: assess customer‑provided information and determine appropriate resolutions (remake, credit, denial, discount, etc.).

Communicate internally to share key information and report risks to Managers and Directors as appropriate. Collaborate with internal teams to resolve recurring product, process, or channel issues based on customer feedback. Proficiency in English, with excellent verbal and written communication skills. Proven customer service experience, preferably in a fast‑paced or call‑center environment. Passionate about delivering exceptional customer experiences and resolving issues effectively. Strong attention to detail and commitment to accuracy. Proficient in using customer support platforms, including Zendesk Professional Suite and Shopify. Skilled in Microsoft Excel; experience with SAP is a strong asset. Excellent computer and phone skills, with the ability to learn new systems quickly. Exceptional time management, accountability, and adaptability in a dynamic work environment. Team‑oriented with strong critical thinking and problem‑solving abilities. Experience working with luxury or custom products is preferred.

Seniority Level: Entry level. Employment Type: Full‑time. Job Function: Customer Service, Marketing, and Sales. Industries: Textile Manufacturing. Location: Tijuana, Baja California, Mexico.