Customer Experience & Merchandising Ops Specialist

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

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.