Customer Service Associate

About Us

Nexus Brands Group is the market leader in tattoo, pet grooming and beauty industries. We strive to support our professional customers who are fully committed to the lifestyle and sharing their craft to customers and enthusiasts across the globe. Nexus Brands Group represents a family of authentic brands and businesses that offer industry leading products, innovation, and service to help professionals share and perform their passion to the highest level possible.

Position Overview 

The Customer Service Associate plays a crucial role in ensuring customer satisfaction and loyalty by providing exceptional service and support. This position involves addressing customer inquiries, resolving issues, and facilitating a positive experience with our products and services. The associate will be responsible for maintaining a high level of product knowledge to effectively assist customers and promote our offerings. By actively listening to customer feedback, the associate will contribute to continuous improvement initiatives within the organization. Ultimately, the goal of this role is to enhance customer relationships and drive repeat business through outstanding service delivery.

What you’ll be doing 

• Responsible for handling incoming customer service inquiries – both by phone and email.
• Greet customers with warmth and hospitality while assisting with product recommendation.
• Works closely with fellow Customer Service and Machine Builders to help process machine repair requests.
• Works closely with operations and other ancillary departments to ensure swift resolution to issues
• Create returns and process replacement orders
• Process all incoming returned packages. 
• Stay informed of online sales as they occur.
• Must be able to multitask.
• Must always stay attentive to customers and clients.

Repair Coordination

• Monitor Shopify/NetSuite for repair and replacement payments.
• Route paid repairs to technicians and maintain internal logs.
• Receive and log inbound repair shipments; notify customers upon receipt.
• Communicate repair diagnoses, costs, and approvals to customers.

Order & Claims Management

• Prepare and ship replacement orders in alignment with carrier pickup schedules.
• Initiate and manage UPS claims for lost or damaged shipments.
• Process return-to-sender (RTS) notifications and resolve accordingly.

Customer & Internal Communication

• Review and respond to customer service inbox and internal emails.
• Assist with walk-in repair intake and customer support as needed.
• Any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Company’s Values.

Is this role for you? 

• Must have 2 years of experience in retail sales and customer service.
• Basic knowledge and/or interest in the arts/tattoo industry is a plus.
• Self-motivated individual with strong initiative and go-getter mentality
• Solid work ethic and integrity. 
• Must be able to work efficiently independently.
• Must be dependable and accountable.
• Strong communication and interpersonal skills.
• Ability to provide top service to a wide variety of personalities and visitors from all over the world.
• Must have excellent organizational and time management skills.
• Positive mental attitude and solution-oriented working towards maintaining our team-centered vibe.
• Must be able to stand/stoop/pull/lift 50lbs.
• Must be able to work M-F from 8a – 5p 
• Ability to show up and be on time to scheduled shifts

What’s in it for me?

We constantly strive to provide our team members with an optimal workplace. We believe that your work should be rewarding. Below are just a few of the benefits our Company offers our team members:

• Friendly and supportive culture with team member appreciation events
• Open-door policy
• Health and welfare benefits
• Pet discount program
• Supplemental insurance options including long and short-term disability and EAP
• 401k with company match
• Paid time off in addition to paid holidays
• Employee Referral Program
• Continuous training and growth opportunities

Equal Opportunity & Accessibility Statement

Nexus Brands Group is an equal opportunity employer. We are committed to creating an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, age, disability, medical condition, marital status, pregnancy (including childbirth, breastfeeding, and related medical conditions), genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws.

We are a Fair Chance employer and comply with California’s Fair Chance Act. A criminal history will not automatically disqualify an applicant from employment.

We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to enable qualified individuals with disabilities to perform essential job functions. If you require a reasonable accommodation to complete an application, participate in the interview process, or otherwise take part in the hiring process, please contact us directly.