About Us:

Zero Foxtrot is founded by a Marine Veteran and operated by a motley team who proudly support our nation's defenders, veterans, and first responders. We hold our courageous warriors' unspoken sacrifices and indelible experiences in the highest esteem by shining a burning torch on the courage, humor, camaraderie, and grit forged in the crucible of the warrior lifestyle. Zero Foxtrot is more than just a business to us; our commitment to those who selflessly defend and support our nation runs marrow-deep by offering our loyal customers rugged and comfortable military-inspired apparel and gear. With that said, "Stay Zero and Carry On!"

Job Description:

As a Customer Experience Specialist at Zero Foxtrot, you’ll be at the heart of our operations, ensuring that our products get into the hands of our loyal customers swiftly and efficiently. You'll be responsible for ensuring a seamless customer experience for our loyal customers. From rugged apparel to hard goods and soft good accessories, you will play a key role in our commitment to delivering quality to those who support and defend our nation.

Key Responsibilities:

• Provide prompt and courteous assistance to customers via phone, email, and chat to resolve inquiries and issues 
• Maintain a deep understanding of Shopify capabilities so that you can offer accurate information to customers 
• Collaborate with the fulfillment team to coordinate shipping, tracking, and delivery status for orders and warranty returns/exchanges via Shopify, Loop and Happy Returns 
• Maintain clear and organized records of customer interactions and issues using Shopify, Gorgias and other applicable platforms 
• Identify trends in customer inquiries and provide feedback to improve product design, documentation, and customer experience 
• Work closely with the Operations and Marketing teams to support marketing campaigns, promotions, and product launches 
• Provide ongoing feedback and recommendations to improve customer support processes and procedures

Requirements:

• High school diploma or equivalent 
• Strong attention to detail and commitment to accuracy 
• Proficiency in Microsoft Office Suite and strong computer skills are essential for this role. 
• Previous experience in customer service or client services is preferred, with a focus on sales or support roles. 
• Familiarity with data entry processes and call center operations will be advantageous. 
• Strong typing skills and attention to detail are necessary for maintaining accurate documentation. 
• Excellent communication skills, both verbal and written, are crucial for effective interaction with customers.  
• Team player with a positive, can-do attitude 

Benefits:

• Employee discount 
• Flexible schedule 
• Health Insurance (Full-Time) 
• Parental leave (Full-Time) 
• Referral program 

Schedule:

• Distribution Center Hours: 7AM - 5PM 
• Full Time: 8 Hour Shifts  
• Part Time: 4-5 Hour Shifts 
• Distribution Center Hours will extend during peak periods 

Schedule: On-Site 78753