Position Summary
House of Scuba is seeking a proactive and customer-focused Customer Relations Associate to serve as the primary liaison between our customers and internal teams. This role is responsible for managing customer communications, overseeing back-order and product availability updates, and supporting customer engagement through marketing campaigns and content creation.
The ideal candidate is highly organized, an excellent communicator, and capable of balancing customer service responsibilities with marketing initiatives that enhance customer satisfaction, retention, and brand loyalty.
Key ResponsibilitiesCustomer Communication & Relationship Management
- Serve as the primary point of contact for customer inquiries via phone, email, chat, and social media.
- Respond promptly and professionally to customer questions, concerns, and service requests.
- Build and maintain positive customer relationships through proactive communication and follow-up.
- Resolve customer issues and coordinate with internal departments to ensure timely solutions.
- Maintain accurate customer records and communication histories.
Back-Order & Order Management
- Monitor and manage customer back orders and delayed shipments.
- Communicate product availability, estimated arrival dates, and order status updates to customers.
- Coordinate with purchasing, inventory, warehouse, and vendor teams to obtain accurate fulfillment information.
- Develop and implement customer communication plans for delayed, discontinued, or out-of-stock products.
- Identify opportunities to offer alternative products or solutions to customers affected by inventory shortages.
- Track back-order trends and provide recommendations to improve customer satisfaction and retention.
Marketing & Customer Engagement
- Assist in planning, executing, and monitoring customer email marketing campaigns.
- Create customer-focused content for email newsletters, website updates, social media platforms, and promotional campaigns.
- Manage customer communications related to product launches, restocks, special promotions, and events.
- Collect and organize customer feedback to support marketing and business improvement initiatives.
- Help develop strategies to increase customer engagement, repeat business, and customer loyalty.
- Support customer review and reputation management efforts.
Reporting & Process Improvement
- Track customer communication metrics, campaign performance, and customer satisfaction indicators.
- Identify recurring customer concerns and recommend process improvements.
- Assist with CRM management and customer database maintenance.
- Collaborate with management to improve customer experience and retention strategies.
Qualifications
- Excellent written and verbal communication skills.
- Strong organizational and time-management abilities.
- Experience in customer service, customer relations, marketing, or a related field preferred.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency with Microsoft Office, Google Workspace, and CRM systems.
- Experience with email marketing platforms, Shopify, social media management, or content creation is a plus.
- Strong problem-solving skills and attention to detail.
Preferred Skills
- Customer service and conflict resolution.
- Email marketing and campaign management.
- Content writing and copywriting.
- Inventory and order management coordination.
- CRM and customer database management.
- Basic analytics and reporting.
Compensation
Compensation will be based on experience, qualifications, and demonstrated ability to manage customer relations, back-order communication, and marketing initiatives.
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- On-the-job training
- Paid time off
- Work from home
Work Location: In person
