Hybrid Customer Experience Specialist (DTC & Wholesale)

Designer Brands; Framingham (MA); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Hybrid work options

Employee discounts on shoes

Professional development & education

Job summary

Designer Brands is seeking a Customer Experience Rep to support direct-to-consumer and wholesale customers and to serve as a connection point between customers, sales partners, and internal teams. You’ll help ensure seamless order experiences, assist with returns, and collaborate across Sales, Marketing, Operations, Product, and Finance to keep the business moving.

A background in NetSuite or similar ERP, proficiency with Microsoft Office, and 1–2 years in customer service are ideal; this role

Qualifications

• Bachelor's degree or equivalent work experience.
• 1–2 years of experience in customer service or a customer-facing role.
• Strong verbal and written communication skills.
• Familiarity with NetSuite or a similar ERP system.

Responsibilities

• Serve as the first point of contact for customers, retailers, and partners.
• Monitor CRM queues and respond within 2 business days.
• Process and resolve customer issues with empathy and a solutions-oriented approach.
• Assist with returns, warranties, and credits; coordinate with Finance.

Skills

Communication

Customer focus

Organization

Problem solving

Technology aptitude

Collaboration

Education

Bachelor's degree or equivalent

Tools

NetSuite

NuORDER

Microsoft Outlook

Excel

Job description

Designer Brands is seeking a Customer Experience Rep to support direct-to-consumer and wholesale customers and to serve as a connection point between customers, sales partners, and internal teams. You’ll help ensure seamless order experiences, assist with returns, and collaborate across Sales, Marketing, Operations, Product, and Finance to keep the business moving.

A background in NetSuite or similar ERP, proficiency with Microsoft Office, and 1–2 years in customer service are ideal; this role