Customer Experience Specialist – B2B & Retail Support

Topo Athletic, LLC; Framingham, Northern (MA, KY); Hybrid; USD 27,000 - 34,000; Full time

Job summary

Topo Athletic, LLC is seeking a Customer Experience Associate to support direct-to-consumer and wholesale customers. You will serve as a key link between customers, sales partners, and internal teams to ensure seamless order experiences and timely resolutions.

You’ll work closely with Sales, Marketing, Operations, Product, and Finance, handling orders, returns, warranties, and new accounts while maintaining a customer-first mindset and strong communication.

Qualifications

• 1-2 years of experience in customer service or another customer-facing role.
• Bachelor's degree or equivalent work experience is preferred.
• Familiarity with NetSuite or a similar ERP system is a plus.

Responsibilities

• Serve as the first point of contact for customers, retailers, and partners via phone and email.
• Monitor CRM queues and ensure inquiries are answered within 2 business days.
• Process warranties, RMAs, credits, and returns; coordinate with Finance.
• Enter wholesale orders and manage B2B platform requests.
• Collaborate with Sales, Marketing, Operations, Product, and Finance to keep orders moving.

Skills

Customer service mindset

Strong communication

Problem solving

Attention to detail

Multitasking

Adaptability

Team collaboration

Education

Bachelor's degree or equivalent work experience

Tools

NetSuite workflows

NuORDER workflows

Microsoft Excel

Microsoft Outlook

Job description

Topo Athletic, LLC is seeking a Customer Experience Associate to support direct-to-consumer and wholesale customers. You will serve as a key link between customers, sales partners, and internal teams to ensure seamless order experiences and timely resolutions.

You’ll work closely with Sales, Marketing, Operations, Product, and Finance, handling orders, returns, warranties, and new accounts while maintaining a customer-first mindset and strong communication.