Welcome to Pioneer Square Brands!
We are a dynamic and innovative company at the forefront
of the consumer goods industry. As a company dedicated to delivering high-quality products, we
pride ourselves on our commitment to excellence, creativity, and customer satisfaction. With a
diverse portfolio of brands (Brenthaven, Gumdrop, and VAULT), we strive to enhance people's
lives by providing innovative and reliable solutions for their everyday needs. Our team is
composed of passionate individuals driven by a shared vision to shape the future of our industry.
If you seek a challenging and rewarding career in a fast-paced environment where your ideas are
valued, join us at Pioneer Square Brands and become part of our exciting journey to revolutionize
the market.
Our Mission: To become the leading global provider of rugged technology accessories for
classroom and enterprise environments.
Our Core Values:
Bring Passion Everyday
Be Genuine and Respectful
Execute with Excellence
Pioneer Square Brands has a global footprint with office locations in Greensboro NC, Manila
Philippines, and Shenzhen China.
We are actively looking for highly motivated and energetic professionals with a positive attitude
who desire to be part of our growing team. Competitive salaries and benefits, including profit
sharing, await the successful candidate!
Our Mission: To become the leading provider of rugged technology accessories for classroom and enterprise environments.
Our Core Values:
Bring Passion Everyday
Be Genuine and Respectful
Excellence in Execution
If you are a PASSIONATE, GENUINE & RESPECTFUL professional who consistently EXECUTES WITH EXCELLENCE, this is FOR YOU!
Customer Experience Specialist
Job Responsibilities:
The primary role of a Customer Experience Specialist is to address customer issues and resolve them in a timely and efficient manner. You are expected to interact with customers on a variety of channels such as phone, email, and social media, and ensure that all valid customer concerns are being dealt with immediately. Job level progresses based on skill set and competencies displayed as well as actual execution of job functions, including, but not limited to:
Manage incoming phone calls, email, social media and take the extra mile to engage customers
Identify and assess customers needs to achieve satisfaction
Escalate unresolved issues to the appropriate internal teams
Collect prompt and accurate feedback from customers
Provide accurate, valid, and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within determined SLA; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Purchase Order and Sample Order creation, review, release
Work on RMA requests, Invoice inspection, timely processing
Provide ETAs and tracking numbers proactively
Front line support for all warranty issues
Weekly open order review and inspection, communication to partners
Other tasks and projects assigned by manager
Job Requirements:
Experience with Operations, Sales Support, and/or Customer Support related functions
Strong phone contact handling and active listening skills
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Logical, highly accurate, analytical & critical thinking skills
Eager to learn cross-functional tasks
Excellent written and verbal English communication skills
Ability to maintain the confidentiality of sensitive information
Ability to work independently and as part of a team
Willingness to adapt to changing business needs
Ability to work under pressure and meet SLAs
Willing to work on night shift and hybrid work model at Silver City
