Customer Experience Specialist

Job Description:

We are seeking a dedicated and enthusiastic Client Experience Specialist to join our team

in Miami, FL. As a Customer Experience Specialist, you will be the face of the company

for our clients, responsible for ensuring customer satisfaction through exceptional

customer service and experience. You will play a pivotal role in fostering strong

relationships with our clients, understanding their needs, and ensuring that their

interactions with Grip are positive and rewarding. This role requires a proactive approach

to problem-solving, a deep commitment to customer care, and the ability to work

seamlessly with various internal teams to enhance the overall client experience.

Specific responsibilities:

• Serve as the primary point of contact for clients, responding to chats, emails, and calls.

• Build sustainable, long-term relationships with clients and ensure satisfaction by

providing professional client support.

• Collaborate with the operations team on fulfillment requests and warehouse-related

tasks.

• Schedule regular meetings with clients and document these meetings with well-written

notes.

• Identify opportunities to improve the client experience and propose new ideas or

solutions when appropriate.

• Utilize our task creation and project management system to ensure all client requests

are completed on time.

• Handles proactive communication to clients for events impacting orders and on-time

delivery.

• Oversee projects, which include client reports, client onboardings, and claims.

Qualifications:

• Excellent oral and written communication skills.

• Experience in retail/customer service.

• Ability to maintain a positive attitude in any situation.

• Strong attention to detail and problem-solving skills.

• Experience in 3PL, Client Experience, or Account Management is preferred.

• Proficiency in relevant computer applications.