Group Sales CX Specialist

About the Role

Scrubs and Beyond is seeking a detail-oriented and customer-focused Group Sales CX Specialist to support our growing group sales business. This role plays a critical part in delivering a seamless customer experience for large and complex orders while partnering closely with internal stakeholders to improve operational efficiency and customer satisfaction. 
 
The Group Sales CX Specialist will report to the Customer Experience Manager and will act as a key liaison between customers, the Group Sales Account Manager, and the broader CX organization.

Key Responsibilities

• Respond to customer inquiries related to group sales through email and chat support channels in a timely and professional manner

• Provide direct support to the Group Sales Account Manager, assisting with customer communication and order-related needs, i,e. Cancelation, refund

• Perform operational audits on group sales orders to ensure accuracy, compliance, and fulfillment readiness

• Identify, document, and report recurring customer issues and trends to the broader Customer Experience team

• Partner with CX leadership and managers to investigate gaps or shortcomings in current processes and structures

• Contribute to the development and implementation of process improvements to enhance future group sales operations and customer experience

• Maintain detailed and accurate records within customer support and CRM platforms

Qualifications & Experience

• Minimum of 2 years of customer service experience

• Experience supporting large group sales or complex orders preferred

• Strong written and verbal communication skills

• High attention to detail with the ability to manage multiple priorities effectively

• Comfortable working cross-functionally in a remote environment

Technical Skills

• Proficiency with customer support and CRM platforms, including Gorgias and HubSpot

• Ability to quickly learn and adapt to new tools and systems