Pioneer Square Brands (PSB) proudly designs and manufactures ruggedized accessories to enhance the mobile technology experience. We have a rich background in cases, keyboards, and headphones built for the digital classroom. We are expanding our product focus into rugged commercial accessories.

The PSB team has offices in the US and the Philippines.

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

We are actively looking for highly motivated and energetic professionals with a positive attitude who desires to be part of our growing team. Competitive salaries and benefits, including profit sharing, await the successful candidate!

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