About the position Marcella is seeking a motivated full-time Customer Experience (CX) Specialist to enhance customer relationships and provide exceptional service. This role involves managing pre-sale and post-sale inquiries through various support channels, acting as a brand ambassador, and contributing to the company's mission of social impact through fashion. Responsibilities Act as a company ambassador by delivering exceptional customer service and support. , Field inbound customer service inquiries through CRM and other communication channels. , Provide articulate, professional, and informed assistance regarding product details and order status. , Review and respond to incoming customer inquiries in a timely manner. , Engage customers through email, live chat, and social media with informed product knowledge. , Assist in overseeing communication channels to ensure timely responses to inquiries. , Drive sales through proactive live chat campaigns and outreach programs. , Handle customer complaints efficiently and provide appropriate solutions. , Maintain a positive and proactive attitude in all communications. , Document and process actions using internal standard operating procedures. , Partner with production and fulfillment teams to ensure efficient order fulfillment. , Stay informed about company collection launches and promotional activities. , Meet personal and team targets and goals. , Communicate as an active member of the CX team. Requirements A completed university or associate's degree. , At least 2+ years of related customer care experience, preferably in fashion or e-commerce. , Excellent written and verbal communication skills. , Superior organizational skills and ability to manage time-sensitive requirements. , Proficiency in Microsoft Suite and Google Suite. , Basic knowledge of social media platforms. , Experience with Shopify and CRM systems is a plus. , Ability to interact professionally with challenging individuals. , Proactive problem-solving skills and adaptability to uncertainty. , Exceptional attention to detail and ability to follow standard operating procedures. Nice-to-haves Experience in fashion, beauty, or premium e-commerce consumer brands. , Familiarity with CRM systems and best practices. Benefits 401(k) , Dental insurance , Health insurance , Paid time off Apply Job!