Careers
Job Opening: Customer Experience Specialist
Company: ChappyWrap
Location: Portland, ME
At ChappyWrap, we are on a mission to spread comfort to everyone, everywhere with the world's best blankets. We're passionate about our product and about sharing our product and story with people. As a direct-to-consumer, eCommerce brand, we are committed to delivering exceptional experiences from the moment our customers discover us until they snuggle up with our products. We are looking for a Customer Experience Specialist who shares our passion for warmth and quality and is dedicated to providing top-notch support to our valued customers.
ChappyWrap is seeking an energetic, enthusiastic, and hard-working Customer Experience Specialist to join our small and growing team. The Customer Experience Specialist will be the face and voice of our company, ensuring that every interaction with our brand leaves a lasting positive impression. This role involves handling customer inquiries, resolving issues, and actively contributing to a seamless and delightful customer journey. The ideal candidate will be empathetic, detail-oriented, and proactive in finding solutions to enhance customer satisfaction. You will be tracking all points of customer engagement, professionally answering customer questions, identifying ways to improve our customer service, supporting our valued wholesale accounts, and collaborating with our warehouse and fulfillment team to ensure the best possible customer experience. A portion of this role will also be supporting the ChappyWrap team in various internal processes and related administrative tasks.
Candidates for this position should have an in-depth knowledge of customer engagement channels and relevant work experience in a similar position or industry. Retail or e-commerce experience is preferred but not required. A top candidate for Customer Experience Specialist will be someone whose expertise in this area results in excellent customer relationship management, timely correspondence and a positive brand image for our company. Candidates should be professional, dedicated team players who are willing to learn quickly and take initiative.
We are in search of candidates in the Portland, ME area, as there will be occasional in-person aspects to the job. The position is primarily a work-from-home position, and will eventually become a true hybrid role.
Salary based on experience. Bonus potential based on company performance.
Role and Responsibilities:
- Customer Interaction: Respond to customer inquiries related to orders, exchanges, returns, refunds and products in a timely and professional manner via phone, email and social media. Address and resolve product questions, order issues, and other concerns promptly. Represent ChappyWrap as the voice of the brand.
- Issue Resolution: Investigate and resolve customer questions and issues effectively, ensuring that resolutions align with company policies and exceed customer expectations. Proactively identify customer needs and maintain positive experiences as the top priority.
- Product Knowledge: Maintain a deep understanding of our product offerings, including materials, care instructions, assortment and unique features, to provide accurate information and recommendations to customers.
- Feedback Collection: Gather and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance our products and services.
- Internal Collaboration: Partner with merchandising and planning team to ensure all inventory transactions are accurately Support internal Operations Manager with warehouse duties. Support Director of Sales with existing and prospective wholesale account management. Support the ChappyWrap team in internal processes and related office administrative tasks. Act as a customer advocate within the company, collaborating with other departments (e.g., Sales, Marketing, Production) to address any issues and improve the overall customer experience.
- Support Wholesale, Bulk Ordering and Corporate/Custom Programs: Manage order logistics (e.g., ticketing, freight) for large retail Support wholesale accounts with ordering and product questions.
- Continuous Improvement: Contribute to the development and implementation of best practices, process improvements, and new initiatives aimed at enhancing the customer experience.
Skills and Qualifications:
- A Bachelor’s degree and 1-3 years’ related work experience.
- Proven experience in a customer service or customer experience role, preferably in a direct-to-consumer environment.
- Ability to multitask and prioritize accordingly in fast-paced environment. Strong organizational skills.
- Ability to think end-to-end from both the customer and business perspective.
- Excellent communication skills (verbal and written), strong problem-solving abilities, and a customer-centric mindset.
- Empathetic, patient, and proactive with a genuine passion for delivering exceptional customer service. Ability to handle high-pressure situations with grace and professionalism. Team player mentality.
- Self-starter who can excel in an entrepreneurial environment.
What We Offer:
- Competitive salary and benefits package
- Opportunity to work in a dynamic and supportive team environment
- Career growth and development opportunities
- Team discounts on our products
- A cozy, inclusive and fun company culture
How to Apply:
Please submit your resume and a cover letter detailing your relevant experience and passion for customer service to careers@chappywrap.com.
ChappyWrap is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
