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Robert Half Logo Robert Half · Customer Service

Customer Support Specialist

United States, Carlsbad · Job Posted March 01, 2026
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Job Description

You’ll be the voice of the brand across phone, email, chat, and order portals—solving problems, tracking orders, and turning first‑time buyers into repeat customers. This is an ideal role for someone who loves a mix of service, light order management, and cross‑department collaboration with sales, operations, and shipping.

Job Responsibility

  • Own daily customer communications via phone, email, and chat
  • triage inquiries and resolve issues quickly and professionally
  • Manage order entry and edits, shipment tracking, RMAs, replacements, and warranty claims
  • Research and resolve delivery delays, damaged shipments, and mis‑shipments
  • coordinate with 3PL/warehouse
  • Maintain accurate case notes, update CRM records, and track trends to provide feedback to leadership
  • Guide customers through product selection, promos, and basic troubleshooting
  • escalate technical issues as needed
  • Collaborate with Sales Ops and Accounting on order holds, credits, tax, and payment discrepancies
  • Prepare daily and weekly summaries on SLAs, ticket volumes, and top customer pain points
  • Contribute to knowledge base articles and help streamline macros, templates, and SOPs

Requirements

  • 1–3+ years in customer service, order management, or contact center environment
  • Strong written/verbal communication and a calm, patient problem‑solving style
  • Detail‑accurate, fast with systems, and comfortable juggling multiple tickets
  • Background in consumer goods, retail/e‑commerce, or sporting/outdoor products is a plus
  • Bilingual (English/Spanish) is a strong plus for North County customer bases

Nice to have

  • Background in consumer goods, retail/e‑commerce, or sporting/outdoor products
  • Bilingual (English/Spanish)

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • company 401(k) plan
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