Account & Customer Experience Specialist

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🕒 April 23

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Alfafam Management Consulting

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🤝 B2B

B2B • Management Consulting • Project Management

Alfafam Management Consulting is a dedicated consulting firm that specializes in empowering small and medium-sized businesses through tailored operational solutions. The company offers a range of services including project management, marketing management, system implementation, and HR services. With a focus on streamlining operations and boosting efficiency, Alfafam provides strategic leadership and expertise to help businesses navigate challenges, optimize processes, and drive sustainable growth.

📋 Description

• Respond quickly and professionally to customer inquiries across all channels including email, live chat, Amazon, social media (comments, DMs), and other platforms across all brands • Resolve order issues, product questions, shipping concerns, and account inquiries with accuracy and empathy • Monitor and respond to reviews (Amazon, Yotpo, etc.) to protect and enhance brands reputation • Monitor and respond to social media comments, messages, and engagement, ensuring all interactions are timely, professional, and aligned with brand voice and customer experience standards • Process orders, returns, exchanges, refunds, and account updates • Maintain accurate and detailed records in CRM and support systems • Identify root causes of recurring issues and recommend improvements • Deliver high CSAT and contribute to increased retention and repeat purchase behavior • Monitor order flow and fulfillment systems (e.g., ShipStation) to proactively identify and resolve issues before they reach the customer • Review and correct address errors, flagged shipments, and delivery exceptions • Identify and escalate potential fraudulent orders based on risk signals and order patterns • Track and communicate back orders or fulfillment delays, ensuring timely customer updates and expectation management • Respond to inbound B2B inquiries (new leads, product questions, capabilities) • Qualify opportunities and route effectively to appropriate sales leadership • Support communication with active accounts as needed • Proactively engage high-value DTC customers and key accounts • Support follow-ups, upsell opportunities, and retention initiatives • Use tools such as Zendesk, HubSpot, Shopify, Amazon Seller Central, Slack, and Asana to manage workflows • Maintain clean, organized systems with full visibility into tickets and communications • Collaborate with leadership to build and refine SOPs and workflows • Actively integrate AI tools (ChatGPT, Claude, Gemini, etc.) into daily workflows • Build and refine prompts, templates, and workflows • Identify and implement automation opportunities to increase efficiency • Contribute to developing smarter systems and scalable processes

🎯 Requirements

• 3–6 years in customer experience, account support, inside sales, or similar roles • Experience in DTC (e-commerce) and/or B2B environments preferred • Interest in beauty and personal care, with a willingness to develop product knowledge • Excellent written and verbal communication skills • Strong problem-solving ability with attention to detail • Highly organized with the ability to manage multiple priorities • High ownership mindset—follows through and delivers results • Ability to operate independently and take initiative • Comfortable in fast-paced, evolving environments • Must actively use AI tools in daily work • Preferred: ability to build prompts, templates, and workflow improvements • Experience with or ability to quickly learn Google Workspace, HubSpot, Zendesk (or similar), Shopify, Amazon Seller Central, Slack, Asana

🏖️ Benefits

• Professional development opportunities • Remote work options