Customer Experience Specialist

1. Customer Experience (CX) Coordination

• CS-to-Warehouse Liaison: Serve as the primary on-site contact for the Customer Service team. Provide eyes and ears on the floor to answer order-specific inquiries in real-time.
• Priority Fulfillment: Identify VIP or High-Urgency escalations and personally oversee the priority packing and re-shipping of replacement orders to ensure the customer is satisfied.
• Return-to-Seller (RTS) Management: Inspect all returned parcels on the day they arrive. Verify the condition of the items and immediately update the CS team so they can process refunds or replacements without delay.

2. Investigation & Resolutions

• Physical Stock Audits: Receive Order Issue tickets (e.g., missing or wrong items) and perform immediate physical stock counts on the warehouse shelves to verify discrepancies.
• Evidence Gathering: Audit CCTV footage and packing records to find the Point of Failure. Determine if the err...