Customer Support Specialist

Company: KOKOIST USA

Employment Type: Full Time/In-person

City: San Antonio, TX

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Job Description

KOKOIST USA is seeking a highly organized customer support specialist. This role involves providing high quality, timely service by managing customer inquiries, processing orders, coordinating e-commerce operations, and facilitating product support, including technical repair coordination and other miscellaneous duties.

About Us

KOKOIST USA is a Japanese gel nail product manufacturer known for high quality nail gels, richly pigmented colors, and precision tools. We deliver long lasting, smooth, and reliable performance trusted by nail professionals nationwide.

Who You Are

As a Customer Support Specialist, you play an integral role in the daily customer service and operational support functions. You are highly organized, customer focused, and comfortable managing multiple processes at once. You enjoy collaborating with internal teams and take ownership of your work to ensure a positive customer experience.

What You’ll Do

  • Respond to customer inquiries primarily via email using Gorgias

  • Develop and maintain a knowledge base of the evolving product line

  • Handle order changes, cancellations, returns, and package claims

  • Troubleshoot customer issues related to products, orders, and shipping

  • Manage repair processes, including:

    • Receiving and reviewing repair claims

    • Communicating with customers regarding repair instructions

    • Assisting with returns and tracking incoming repair shipments

    • Receiving, repairing, and shipping items back to customers after repair

  • Manage printing, order processing, and Return Merchandise Authorization within inventory management system

  • Process order updates and manage inventory related tasks

  • Coordinate shipping pickups and resolve shipping related concerns

  • Manage order related tasks in Shopify, including discounts, flows, and salon locator updates

  • Assist in expanding and maintaining the Help Center within Gorgias, including:

    • Provide guidance and support for Gorgias flows to improve customer self service

Preferred Qualifications/Skills

  • Previous experience in customer support, preferably in e-commerce or retail

  • Hands on experience with Shopify (or other e-commerce platforms), and Fishbowl (or other inventory management systems)

  • Ability to speak, read, and understand English

  • Excellent written and verbal communication skills

  • Strong attention to detail and organizational skills

  • Ability to manage multiple tasks in a fast paced environment

  • Strong problem solving skills and a customer first mindset

  • Proficiency in Google programs and Shopify

  • Associate’s degree or Bachelor’s degree, preferably in Business or Communication

Beneficial Qualifications/Skills

  • Has interest in the beauty and nail industry

  • Ability to speak and understand Japanese (Preferred but not required)

  • Hands on experience with Gorgias or Redo

  • Experience with Adobe Cloud programs

 

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