Customer Experience Specialist

Company Overview: Join a leading brand in the professional and consumer lighting industries. With a reputation for luxury, high-quality craftsmanship, and innovative design, our company serves a diverse customer base worldwide. We are passionate about delivering exceptional products and experiences to professionals and consumers, setting new standards in lighting and beauty solutions.Position SummaryWe seek a detail-oriented and customer-focused Customer Experience Specialist to serve as our customers' key point of contact while providing exceptional support for our retail accounts. This role bridges customer service and retail account management, ensuring seamless communication, issue resolution, and support for retail operations in collaboration with our sales and marketing teams. The ideal candidate thrives in a dynamic, fast-paced environment, excels in multitasking, and has a passion for delivering outstanding customer experiences.Key Responsibilities:Customer Service:Serve as the primary liaison for customers, handling inquiries, exchanges, and returns with professionalism and efficiency.Provide timely and accurate responses to customer inquiries via email, phone, and chat, maintaining the brand's high service standards.Identify and resolve customer concerns, ensuring satisfaction and retention.Retail Account Support:Act as the main point of contact for retail accounts, addressing their inquiries, concerns, and requests.Collaborate with retail partners to ensure accurate order processing, timely deliveries, and smooth operations.Monitor and manage retail account performance metrics, providing feedback and support as needed.Technical Product Expertise:Develop a deep understanding of the technical aspects of our products, including lighting specifications, features, and usage guidelines.Educate customers and retail partners on product functionality and troubleshoot technical issues effectively.Software and Technology Proficiency:Utilize a variety of software platforms, including but not limited to NetSuite, EDI systems, CRM software, and Microsoft Office Suite, to manage customer interactions and retail operations.Ensure data accuracy and streamline workflows by mastering these tools and continuously identifying areas for improvement.Qualifications:· 3+ years of experience in customer service, retail account management, or a related role (preferably in a technical or luxury brand environment).· Strong written and verbal communication skills, with the ability to build rapport with customers and retail partners.· Highly organized with exceptional attention to detail.· Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with CRM systems; familiarity with NetSuite and EDI is a significant advantage.· Ability to multitask and thrive in a fast-paced, team-oriented environment.· Demonstrated aptitude for understanding and explaining technical product details.Key Attributes:· Problem solver with a customer-first mindset.· Team player who can collaborate effectively across departments.· Adaptable and resourceful in addressing day-to-day challenges.· Passion for delivering exceptional customer experiences and supporting brand growth.· Highly tech-savvy, with a proactive approach to learning and utilizing software tools.What We Offer:· Competitive salary and benefits package.· Opportunity to work with globally recognized, innovative brands.· A dynamic and collaborative work environment.· Career development and growth opportunities.About Ilios LightingIlios Lighting launched in 2021 with the Beauty Ring Mirror, the first makeup mirror and ring light combo that mimics natural daylight at a 98% CRI. The product, which was co-perfected by Mario Dedivanovic (Kim Kardashian's makeup artist and founder of Makeup by Mario), quickly caught the attention of celebrities, influencers and makeup artists including Kim Kardashian, Kris Jenner, Bella Hadid, Tati Westbrook and Patrick Starrr. Ilios Lighting now offers a range of makeup mirrors and solutions for beauty, home, travel and content creation. Ilios Lighting is sold in retailers including Neiman Marcus, Dillard's, Bloomingdale's, Harrods and online at Target, Amazon and DTC. 

Created: 2025-01-29