Product & Customer Specialist

Job Title: Product and Customer Specialist 

Job Type: Full-Time, On-site 

Job Description: 
We are seeking a detail-oriented and proactive Product and Customer Specialist to join our small but growing team. This role requires strong problem-solving skills, excellent communication, and the ability to handle customer inquiries about orders, shipping, and product details. The ideal candidate thrives in a fast-paced environment, has strong organizational skills, and enjoys helping people.  

Key Responsibilities: 

• Customer Support & Product Guidance: Provide exceptional customer support via phone, email, and chat, offering expert product advice and addressing inquiries in a timely, accuratemanner. 

• Product Issue Resolution: Troubleshoot and resolve product-related issues, including order discrepancies, product defects, and questions about usage, ensuring a seamless customer experience. 

• Order & Product Modifications: Manage customer requests for product changes, such as adjustments to selections, quantities, and shipping details, ensuring accurateprocessing. 

• Shipping & Delivery Support: Provide customers with updates on order status, estimated delivery times, and tracking details, ensuring they are fully informed throughout the process. 

• Product Expertise: Be the go-to expert for all product-related inquiries, including specifications, features, benefits, and practical usage advice, helping customers make informed decisions. 

• Customer Relationship Management: Build and maintainstrong, positive relationships with customers by providing personalized solutions and continuously ensuring satisfaction with both products and services. 

• Collaboration with Internal Teams: Work closely with Sales, Shipping, Manufacturing, Product, and Marketing teams to resolve product and order issues, ensuring smooth processing and delivery, and sharecustomer needs and insights. 

• Documentation & Reporting: Accurately document customer interactions, feedback, and product issues, ensuring thorough records are maintained for follow-up and continuous improvement. 

Qualifications: 

• Enjoy solving problems in the short-term and long-term 

• Excellent verbal and written communication skills 

• Strong problem-solving and critical-thinking abilities 

• Strong attention to timelines and time management 

• Familiarity with order processing and shipping procedures 

• Ability to learn and maintain product knowledge 

• Bilingual is a plus (French, German, Polish, Korean, Japanese, Spanish, Italian fluency)

• Previous experience in hospitality, customer service or a similar role is preferred 

• Ability to learn new software and tools, proficiency in Hubspot and Shopify is ideal 

• Ability to learn and maintain product knowledge, Pilatesknowledge is ideal 

• Bachelor’s degree 

Optional but encouraged: Submit a 2–3 minute intro video (phone or Loom is fine). Email all materials to robinh@gratzpilates.com with the subject line: Product & Customer Specialist Application.

About Us: Gratz Pilates stands as a cornerstone in the world of Pilates, with a rich history spanning back to the 1960s. Renowned for our commitment to premier manufacturing, we have been steadfast in upholding the legacy and integrity of Joseph Pilates' original designs. Our dedication to craftsmanship, authenticity, and precision has earned us a distinguished reputation within the Pilates community. We take pride in delivering exceptional products that empower practitioners worldwide in their pursuit of physical well-being and strength. Join us at Gratz Pilates and be a part of our legacy of excellence. 

Benefits: 

• Medical/Vision Insurance with $0 deductible 

• Low-cost Dental add-on 

• Provided Short-term/Long-term Disability  

• No-cost Life Insurance Policy 

• Paid Holidays, Sick Time & Vacation Days 

• 401K