Customer Experience & Merchandising Ops Pro

ADP, Inc.; Charlotte (NC); On-site; USD 55,000 - 75,000; Full time

Job summary

Xceleration is seeking a self-motivated Customer Experience & Merchandising Operations Professional in Charlotte, NC. The role combines client interaction via Zendesk with product sourcing, analytics, and process improvement in a fast-paced environment.

The ideal candidate has strong problem-solving skills, an analytical mindset, and adeptness with Zendesk and MS Office. This position focuses on delivering exceptional service while supporting vendor coordination and product assortments.

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 and efficiency gains.
• Proficiency with MS Office Suite including Excel advanced functions.
• Strong organizational and time management skills with multitasking ability.
• Analytical mindset with ability to interpret data and make recommendations.
• Exceptional interpersonal communication and written communication skills.

Responsibilities

• Deliver exceptional customer experience and act as brand ambassador via email and occasional phone support for domestic and international audiences.
• Learn business quickly to upscale opportunities and contribute to documentation.
• Apply advanced troubleshooting to resolve issues and improve processes.
• Administer Zendesk CRM to track, document, and manage cases across channels.
• Proactively communicate with participants and internal stakeholders about activities, trends and issues.
• Identify business opportunities and assist with problem resolution.
• Learn and apply Zendesk best practices for brands, workflows, automations, macros, AI Agents, and SLAs.
• Assist with product research to identify trends and sourcing opportunities.
• Keep records of open projects and replenishment purchase orders up to date.
• Support planning and execution of visual presentations and product assortments for stakeholders.
• Coordinate order placement and sample selection; manage vendor communication to ensure timely fulfillment.

Skills

AI curiosity

Analytical mindset

Interpersonal communication

Written communication

Time management

Organizational skills

Multitasking

Adaptability

Education

4-year college degree

Tools

Zendesk

Excel

Job description

Xceleration is seeking a self-motivated Customer Experience & Merchandising Operations Professional in Charlotte, NC. The role combines client interaction via Zendesk with product sourcing, analytics, and process improvement in a fast-paced environment.

The ideal candidate has strong problem-solving skills, an analytical mindset, and adeptness with Zendesk and MS Office. This position focuses on delivering exceptional service while supporting vendor coordination and product assortments.