Customer Experience Specialist: Proactive Support & RMAs

Studson, Inc.; Sherwood (OR); On-site; USD 25,000 - 34,000; Full time

Job summary

Studson, Inc. is seeking a Customer Service Specialist to deliver outstanding support via phone, email and chat. You will resolve issues promptly, empathetically, and in alignment with brand values while managing RMAs and warranty claims.

You will collaborate with operations, warehouse and sales to ensure smooth resolutions and proactive follow-ups, driving customer satisfaction and loyalty in an office setting in Sherwood, Oregon.

Qualifications

• 1–2 years of customer service experience in an office setting.
• Excellent written and verbal communication.
• Strong attention to detail with multitasking ability.
• Time management and prioritization with follow-through.
• Experience with Microsoft Office; NetSuite is a major plus.
• Experience in consumer goods or PPE industries.
• Positive attitude and teamwork mindset.
• Bilingual preferred but not required.

Responsibilities

• Respond to inquiries via phone, email, or chat promptly and professionally.
• Resolve issues with empathy and accuracy, aiming for first-contact resolution.
• Proactively follow up and build customer relationships.
• Communicate clearly with proper grammar and tone.
• Encourage repeat business and customer loyalty by exceeding expectations.
• Process RMAs accurately and efficiently.
• Guide customers through the warranty process with clear communication.
• Track and follow up on warranty claims for timely resolution.
• Work cross-functionally with operations, warehouse, and sales to resolve issues.
• Share feedback with leadership to drive product and process improvements.
• Handle multiple requests at a time with accuracy and quality.
• Reduce handling time while ensuring customers feel supported.
• Take accountability for mistakes and seek continuous improvement.
• Uphold brand values and encourage customer advocacy by exceeding expectations.

Skills

Communication skills

Attention to detail

Multitasking

Interpersonal skills

Team player

Bilingual (preferred)

Tools

Microsoft Office

NetSuite

Job description

Studson, Inc. is seeking a Customer Service Specialist to deliver outstanding support via phone, email and chat. You will resolve issues promptly, empathetically, and in alignment with brand values while managing RMAs and warranty claims.

You will collaborate with operations, warehouse and sales to ensure smooth resolutions and proactive follow-ups, driving customer satisfaction and loyalty in an office setting in Sherwood, Oregon.