Senior Customer Experience Specialist – Omni‑Channel Support & Order Management Lead, Champion Retail Excellence at brighthush – Driving Exceptional Service & Seamless Shopping Journeys

Welcome to brighthush – Where Every Interaction Sparks Joy

At brighthush, we’re not just a retailer; we’re a vibrant community that reimagines the shopping experience. From bustling flagship stores to cozy suburban outlets, and a rapidly expanding e‑commerce platform, brighthush has become synonymous with quality, affordability, and unforgettable customer moments. Our mission is simple yet powerful: empower shoppers to discover the perfect product—whether it’s footwear, apparel, accessories, or home essentials—while delivering service that feels personal, responsive, and always customer‑centric. We invest heavily in cutting‑edge technology, comprehensive training, and continuous employee growth, ensuring that every team member has the tools and support needed to thrive in a fast‑moving retail landscape.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll be part of a vibrant, inclusive culture that celebrates diversity, innovation, and collaboration. We believe that our people are our greatest asset, and we provide a work environment that encourages creativity, continuous learning, and career advancement. Whether you’re just starting your career or looking to elevate your expertise, brighthush offers a clear path for growth, mentorship, and the opportunity to make a real impact on our customers’ lives. Here’s what sets us apart:

• Innovation at Scale: We blend physical retail with digital experiences, creating a seamless omni‑channel journey that keeps pace with evolving consumer expectations.
• Employee‑First Philosophy: Your well‑being matters. Flexible scheduling, supportive policies, and a focus on work‑life balance are woven into our daily operations.
• Community Impact: From local volunteer initiatives to global sustainability projects, we give back to the communities that support us.
• Career Momentum: Structured career ladders, cross‑functional projects, and leadership mentorship help you grow faster than in traditional retail.

Key Responsibilities – What You’ll Do Every Day

Customer Interaction & Support

• Handle inbound customer calls, emails, live chat, and social media inquiries with professionalism, empathy, and a solution‑oriented mindset.
• Resolve product, order, and payment issues promptly, ensuring a positive outcome for the customer and maintaining brand trust.
• Provide accurate product information, recommend solutions, and upsell or cross‑sell when appropriate to enhance the customer experience.
• Document all interactions in the CRM system, ensuring data integrity and enabling future touchpoints.
• Escalate complex issues to the appropriate teams while maintaining ownership of the customer’s journey.

Order & Returns Management

• Process orders, cancellations, refunds, and exchanges through integrated POS and e‑commerce platforms.
• Verify order details, manage approvals, and coordinate with fulfillment teams to ensure timely delivery and accurate inventory updates.
• Handle returns and exchanges, ensuring compliance with company policies, quality control standards, and customer satisfaction.
• Track return merchandise authorization (RMA) numbers and update status in real time for both customers and internal stakeholders.

Logistics & Claims Handling

• Manage carrier claims for lost, damaged, or delayed shipments, collaborating with logistics partners to secure timely resolutions.
• Track shipment status, communicate updates to customers, and coordinate resolution steps to minimize disruption.
• Maintain accurate records of all claims, including documentation, correspondence, and resolution outcomes.

Omni‑Channel Coordination

• Support in‑store pickups, curbside, and delivery issues across all channels, ensuring a frictionless experience.
• Collaborate with store associates to resolve in‑person concerns and provide seamless service that aligns with brand standards.
• Maintain accurate records of all customer interactions in the CRM system, enabling a unified view of the customer journey.
• Participate in store‑wide initiatives to improve the in‑store experience, such as layout optimization and product placement.

Continuous Improvement

• Identify recurring issues and propose process enhancements to improve efficiency and customer satisfaction.
• Participate in training sessions, workshops, and cross‑functional projects to stay current with industry trends and best practices.
• Contribute to the development of knowledge base articles, FAQs, and training materials for new hires.
• Track key performance indicators (KPIs) such as first‑contact resolution, average handling time, and customer satisfaction scores.

Essential Qualifications – What We Expect

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 1 year of customer service experience in a fast‑paced retail or call‑center environment.
• Strong verbal and written communication skills in English; bilingual Spanish is a plus.
• Proficiency in retail math (addition, subtraction, multiplication, division, percentages).
• Basic computer literacy: comfortable navigating web browsers, email, and Microsoft Office (Excel, Word).
• Experience with POS systems and CRM platforms is highly desirable.
• Ability to multitask, prioritize, and remain calm under pressure.
• Flexible schedule, including weekends, holidays, and occasional evenings.

Preferred Qualifications – Bonus Points

• Experience with e‑commerce order management and fulfillment processes.
• Knowledge of PCI compliance and data security best practices.
• Previous exposure to carrier claim management.
• Strong problem‑solving skills and a proactive approach to customer service.
• Experience in a retail environment that values teamwork and collaboration.

Skills & Competencies – What Makes You Successful

• Customer‑First Mindset: Always put the customer’s needs at the forefront.
• Effective Listening & Empathy: Understand and address concerns with genuine care.
• Attention to Detail: Accurate data entry and record‑keeping.
• Adaptability: Thrive in a dynamic, evolving environment.
• Time Management: Handle multiple tasks efficiently while maintaining quality.
• Team Player: Collaborate with colleagues across departments to achieve shared goals.
• Tech Savvy: Comfortable learning new software and tools quickly.
• Analytical Thinking: Identify patterns, diagnose issues, and recommend solutions.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we’re committed to your professional development. As a Customer Experience Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service excellence, and technical skills.
• Mentorship from senior team members and leaders who share their expertise and insights.
• Clear advancement pathways: from Specialist to Team Lead, Apply for this job