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Arocam LLC

Product Experience SpecialistRole Type: Full-Time | Tier: 2 (In-Store Support &amp; Research) | Department: CX OperationsThe Transformation Story:Unisport Soccer is currently executing a strategic evolution of our Customer Experience department, centered on three core pillars: People, Process, and Technology. As we expand our team to meet increasing demand, we are seeking a Product Experience Specialist to join this transformation within our retail environment. This is a specialized support and research role designed to bridge the gap between our physical stores and our digital operations. This role serves as a dedicated technical resource, allowing our retail staff to focus on sales while you ensure that existing customer issues are researched and resolved with precision.Key Responsibilities:<ul><li>Technical Resolution &amp; Ownership: Manage the resolution of escalated inquiries for</li></ul>walk-in customers involving technical gear specifications, high-value equipment, andcomplex logistics.<ul><li>Store-to-HQ Service Lead: Serve as the designated resource for service needs that</li></ul>require Corporate HQ input. You will facilitate the research and follow-up formultifaceted returns and product quality assessments, allowing the retail team to stayfocused on the immediate needs of in-store shoppers.<ul><li>Process-Driven Coordination: Navigate the nuances of team-wear and custom orders,</li></ul>researching production timelines and acting as a liaison with fulfillment teams to ensure100% accuracy for local coaches and clubs.<ul><li>Platform Proficiency: Utilize the Shopify backend and HubSpot to research order</li></ul>histories, execute advanced order edits, and authorize warranty replacements whilemaintaining perfect documentation of the customer journey.<ul><li>National Queue Support: During store lulls, operate as a full member of the national</li></ul>digital support team, resolving inbound HubSpot tickets to maintain departmentalmomentum.<ul><li>Operational Feedback: Contribute to the refinement of our internal Playbooks by</li></ul>identifying recurring in-store customer friction points and recommending process ortechnology improvements.Working Hours &amp; Expectations:● Location: This is a fully on-site role based at our Wrentham retail location. Rather thanwalking the floor, you will be stationed at a dedicated CX desk, serving as our residentexpert for customers who require specialized, face-to-face support in our dynamicshopping environment.● Schedule: Enjoy a consistent 4-day work week with three consecutive days off.○ Days: Thursday through Sunday. (Monday to Wednesday off)○ Hours: 9:30am to 8:00pm (10-hour shifts)● Why this role? This schedule is designed to ensure our customers receive top-tiersupport during our busiest weekend hours while providing you with a predictable,extended mid-week &quot;weekend.&quot;Qualifications:● Experience: 3+ years in a professional customer service or operations role (sportsequipment or athletic apparel industry preferred).● Technically Minded: Demonstrated ability to navigate and master e-commerce and CRMplatforms; experience with Shopify and HubSpot is a significant plus.● Analytical Problem Solver: A systems-first approach to troubleshooting, with the abilityto research complex order histories in person or digitally to find the root cause of anissue.● Soccer Knowledge: A strong understanding of technical soccer gear and the specificneeds of competitive players, parents, and coaches (preferred, not required).● Communication: Elite face-to-face and written communication skills; ability to translatetechnical specifications or logistics data into professional, reassuring updates.Pay: $23.00 - $27.00 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Employee discount</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Paid training</li><li>Vision insurance</li></ul>Work Location: In person

Product Experience Specialist

Join Arocam LLC and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Arocam LLC

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Product Experience Specialist