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Customer Experience Specialist
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Inked Brands
Bowling Green, KY (In Person)
Full-Time
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Job Description
Customer Experience Specialist About Inked Brands Inked Brands is a fast-growing, technology-driven company built around one simple idea: turning passion into product. We partner with creators, entrepreneurs, and innovators to bring their brands to life through full-service e-commerce, design, production, and fulfillment. With an expansion underway and a brand-new headquarters on the horizon, we're doubling our space, growing our team, and continuing to push the limits of what's possible in creator commerce, wholesale distributing, and mass retail partnerships. Our culture is collaborative, hands-on, and focused on innovation
- blending creativity, data, and technology to make real impact.
WHAT YOU'LL DO
- Respond to customer inquiries through email, chat, social media, and other support channels in a timely and professional manner.
- Assist customers with order status updates, product information, returns, exchanges, and general account questions.
- Resolve customer concerns while providing a positive and solution-oriented experience.
- Escalate complex customer issues to the appropriate team members when necessary.
- Accurately document customer interactions and maintain records within customer support systems.
- Collaborate with Fulfillment, Operations, Marketing, Product Development, and other teams to resolve customer issues efficiently.
- Monitor support queues and help meet established service-level goals.
- Identify recurring customer concerns and communicate trends to leadership.
- Assist with testing and learning new processes, products, and customer support tools.
- Become knowledgeable about Inked Brands products, policies, and procedures to better serve customers.
- Contribute to and support a positive, creative, and collaborative culture.
- Continuously improve efficiency, communication, and work product.
WHAT YOU'LL BRING TO THE TABLE
- High school diploma required; Associate's or Bachelor's degree preferred.
- Previous customer service, retail, hospitality, or administrative experience preferred but not required.
- Strong written and verbal communication skills.
- Excellent problem-solving and critical-thinking abilities.
- Ability to remain professional, patient, and empathetic when handling customer concerns.
- Strong attention to detail and organizational skills.
- Comfortable learning new software and technology platforms.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Communication
- Builds positive relationships and communicates clearly with customers and team members.
- Customer Focus
- Demonstrates a genuine desire to help customers and create positive experiences.
- Detail Orientation
- Exhibits a high level of accuracy and thoroughness.
- Change Agility
- Able to navigate successfully and positively in a high-growth environment where priorities may shift quickly.
- Teamwork
- Collaborates effectively across departments to support customers and achieve company goals.
- Cultural Fit
- Embodies and supports a positive attitude, in line with our culture founded on excellence, respect, accountability, integrity, enjoyment, and diversity. Preferred Experience
- Experience using customer service platforms such as Gorgias, Zendesk, or similar systems.
- Familiarity with Shopify or ecommerce environments is a plus.
- Experience using communication tools such as Teams or similar platforms.