Customer Experience & Merchandising Operations Professional

Xceleration; Charlotte, Northern (NC, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Xceleration in Charlotte, NC seeks a Customer Experience & Merchandising Operations Professional to enhance client and participant interactions and optimize product sourcing. The role combines hands-on Zendesk CRM usage with analysis to drive better service and efficiency.

You will collaborate with teams to ensure timely responses and high quality documentation. The ideal candidate brings a 4-year degree or equivalent experience, strong MS Office skills, and excellent communication.

Qualifications

• 4-year college degree or equivalent relevant work experience preferred.
• Zendesk experience or comparable CRM platform preferred.
• Curiosity about AI and openness to learning Claude for task automation is valued.
• Proficiency with MS Office Suite including Excel's advanced functions.
• Solid organizational and time management skills with ability to multitask.
• 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.
• Strong writing skills: write clear and concise emails and documentation quickly.

Responsibilities

• Deliver exceptional customer experience and serve as Xceleration's brand ambassador via email and occasional phone support for domestic and international audiences.
• Learn and understand business to elevate opportunities and solve problems; contribute to documentation to keep processes current.
• Apply advanced troubleshooting skills to resolve issues and improve processes.
• Administer Zendesk CRM 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 brands, workflows, AI Agents, knowledgebases, and SLAs.
• Assist with product research to identify trends and new sourcing opportunities.
• Create and maintain accurate records of open projects and replenishment purchase orders.
• Support planning and execution of visual presentations and product assortments for stakeholders.
• Coordinate order placement and sample selection based on client needs and catalog requirements; manage vendor communication.

Skills

Customer service

Analytical mindset

Interpersonal communication

Time management

Writing skills

Phone communication

Education

Bachelor's degree or equivalent

Tools

Zendesk

MS Office (Excel etc.)

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Experience & Merchandising Operations Professional

Professional Charlotte Office, Charlotte, NC, US

7 days ago Requisition ID: 1082

At Xceleration, we design employee recognition and reward programs that truly connect people to their work. Our RewardStation® platform is used worldwide for everything from peer-to-peer recognition to service milestones, allowing companies to create experiences that reflect their values and reward employees in meaningful ways. We're proud to work across more than 90 countries, delivering solutions that adapt to different cultures and work environments. Joining Xceleration means working with cutting-edge technology while being part of a team that values input and collaboration. Our environment is designed to help you grow, contribute, and see your efforts directly impact how companies engage and motivate their employees. If you're looking for a space where your ideas can shape the future of workplace recognition, Xceleration is the place.

Xceleration is seeking a self-motivated, detail-oriented Customer Experience & Merchandising Operations Professional with exceptional problem-solving skills and operational acumen who thrives in a fast-paced, collaborative environment. This requires agility that combines direct client and participant interaction through Zendesk with hands-on product sourcing and analytics. The ideal candidate is a forward-thinking, analytical self-starter with entrepreneurial spirit who can identify impactful insights, communicate strategic learnings, and thrive under dynamic, shifting business priorities.

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 elevate 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
• 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
• Coordinate 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
• 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
• Strong writing skills: able to write clear and concise emails and documentation quickly

Xceleration is an Equal Opportunity Employer and we do not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics), genetic information, age, marital status, sexual orientation, military and veteran status, denial of family and medical care leave, or any other characteristic protected by federal, state or local law.