Customer Experience and Fulfillment Specialist

Customer Experience & Fulfillment Specialist Come work with a fun, passionate, dynamic team in the endurance space! Why WYN? WYN republic is a family-owned boutique endurance apparel brand that began in California in 2017. Founded by former professional triathletes and Ironman Champions, Luke and Beth McKenzie, we're on a mission to combine technical product innovation with clean, stylistic, fashion-forward excellence. People who work at WYN believe that the endurance experience transforms lives and movement takes life to its fullest expression. We are passionate about creating experience-driven apparel that puts the athlete first. We want athletes to think about their journey or their finish line without having to stress about what to wear. Athletes trust that we make the fastest and most comfortable apparel on the market. We want to tell the stories of athletes, with our gear as the facilitator. We value equality, creativity, holistic wellness, and the unique circumstances that make each member of our team unique. Location: Carlsbad, CA Hours: Full-time Salary: $58,000–$63,000, based on experience The Customer Experience & Fulfillment Specialist plays an essential role in ensuring every customer has an exceptional experience with WYN Republic—from the moment they place an order to the moment it arrives on their doorstep. This role is responsible for delivering outstanding customer support while also supporting day-to-day warehouse operations, inventory accuracy, and product organization. Working closely with our Warehouse Manager and Operations team, you'll help ensure our warehouse runs efficiently while representing the WYN brand through thoughtful, solution-oriented customer communication. This is a highly collaborative role requiring strong organization, attention to detail, and a passion for helping others. Key Roles and Responsibilities Customer Experience Deliver exceptional customer support through Gorgias via email, website inquiries and social messaging Assist customers with product recommendations, sizing, fit, shipping questions, returns, exchanges and warranty inquiries Process returns and exchanges using Loop Returns Resolve customer issues with professionalism, empathy and efficiency Maintain fast response times while providing personalized support Escalate complex customer concerns when appropriate Help improve customer service processes and documentation Warehouse Operations Support daily warehouse operations alongside the Lead Fulfillment Specialist Restock warehouse picking bins to maintain fulfillment efficiency Receive incoming inventory from our manufacturing partners Cross-check incoming inventory against purchase orders to verify accuracy Count, organize and label incoming products Assist with routine inventory counts and inventory accuracy Maintain organized warehouse shelves and storage areas Help process customer returns and return inventory to stock Assist with warehouse organization and continuous improvement projects Support fulfillment during peak periods and major product launches What You'll Need 2+ years of customer service, warehouse operations, fulfillment or e-commerce experience Experience using Gorgias or another customer service CRM (Zendesk, Help Scout, Freshdesk, Salesforce Service Cloud, etc.) Shopify experience preferred Strong written and verbal communication skills Excellent organizational skills and attention to detail Ability to prioritize multiple tasks in a fast-paced environment Comfortable standing for extended periods and lifting up to 50 lbs Positive attitude with a willingness to learn and jump in wherever needed Passion for delivering an exceptional customer experience Passion for triathlon, cycling, running, HYROX or endurance sport culture is strongly preferred WYN Perks Health and fitness culture with positive energy vibes Discounts on WYN Merch Medical, Dental and Vision Benefits (60% employer paid) 401(k) with company match Paid Time Off Opportunities to attend rac…

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