Customer Service Specialist

THIS JOB IS ON-SITE, NOT ELIGIBLE FOR HYBRID OR REMOTE, BASED IN CHARLESTON, SOUTH CAROLINA

About Marolina Outdoor

We’re a team built for life outdoors—driven by a passion for the water, the woods, and the people who live for both. Through our brands, Huk and Nomad, we design high-performance fishing and hunting apparel that works as hard as the environments they’re made for. From early casts to last light in the field, everything we create is rooted in purpose, innovation, and a deep respect for the outdoors.

Position Overview

Marolina Outdoor Inc. is seeking a proactive, detail-oriented, and customer-focused Customer Service Specialist to support our Huk and Nomad Outdoor brands. This role is responsible for delivering exceptional customer experiences across multiple communication channels, including email, phone, live chat, social media, and SMS.

The Customer Service Specialist serves as a key point of contact for customers, ensuring timely and accurate resolution of inquiries related to orders, products, shipping, returns, exchanges, and warranties. This role also partners closely with internal team - including E-commerce, Marketing, and Operations - to support operational initiatives, improve processes, and maintain a consistent brand voice.

Key Responsibilities

Customer Communication & Support

• Respond to customer inquiries via email, phone, live chat, and SMS in a timely and professional manner.
• Provide accurate information regarding orders, shipping, promotions, product availability, and general inquiries.
• Maintain company SLAs by resolving and closing support tickets within 24 hours.
• Return missed calls and respond to voicemails promptly.
• Ensure all customer interactions reflect brand standards and a positive customer experience.

Order Management & Internal Coordination

• Assist with order updates, cancellations, and out-of-stock adjustments via Shopify.
• Communicate with the 3PL regarding order processing updates, corrections, or customer requests.
• Maintain accurate documentation of order adjustments using internal tracking tools.
• Create and maintain macro responses to improve efficiency and consistency.
• Route wholesale inquiries and escalate issues to appropriate departments.

Returns, Exchanges & Warranty Processing

• Monitor and process returns and exchanges, including those flagged for review.
• Review AI-flagged returns to ensure legitimacy and prevent fraud before issuing return labels.
• Manage partial exchanges, refunds, and reprocessing of rejected returns when appropriate.
• Review and process warranty claims for Huk and Nomad products and issue store credit when appropriate.
• Escalate disputes or out-of-policy claims to management.

Reviews & Customer Feedback Management

• Monitor unpublished customer reviews via Yotpo.
• Approve or reject reviews for publication on brand websites.
• Respond to customer feedback, complaints, and product-related questions.
• Identify recurring issues and communicate insights to leadership.

Corporate, Bulk & B2B Orders

• Support customers with corporate, bulk, and B2B purchasing inquiries.
• Coordinate with management on pricing, discounts, and approvals.
• Guide customers through the bulk ordering process from inquiry through fulfillment.

DTC Communication & Marketing Support

• Monitor and respond to customer messages and comments through Meta Business Suite.
• Provide support through SMS platforms.
• Escalate sensitive or complex issues to appropriate internal teams when necessary.
• Assist in briefing and coordinating email campaigns, including gathering product details, links, and assets for internal teams.
• Support the execution of email and SMS campaigns within platforms such as Klaviyo and Postscript, including basic setup, QA, and scheduling.
• Help maintain campaign calendars and ensure timely delivery of marketing communications.
• Partner with E-commerce, Marketing, and Brand teams to support ongoing Nomad initiatives and ensure alignment across channels.

Administrative Support

• Process draft orders submitted by Marketing and brand teams.
• Maintain and update catalog mailing lists.
• Manage email and SMS subscription preferences via Klaviyo and Postscript.
• Forward sponsorship and donation requests to the Marketing team.

Qualifications

• 2+ years of customer service experience, preferably in eCommerce or retail.
• Strong written and verbal communication skills.
• Experience with customer service platforms (e.g., Gladly or similar tools) preferred.
• Familiarity with Shopify, Klaviyo, Meta Business Suite, or SMS platforms is a plus.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and customer conversations simultaneously.
• Proven problem-solving and conflict resolution abilities.

Key Skills

• Customer relationship management
• Multichannel communication (email, phone, chat, social, SMS)
• Order, return, and warranty processing
• Attention to detail and fraud awareness
• Time management and ticket prioritization
• Cross-functional collaboration

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA), Company matches up to 6%
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development

Marolina Outdoor is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, veteran status, or any other legally protected status.

Nothing in this job description alters the at-will nature of employment.

This job description is not intended to be all-inclusive and may be modified as business needs change.

If you need a reasonable accommodation during the application process, please contact HR@marolina.com