Customer Experience Specialist
Chino Hills, CA
Culture Kings US – Customer Experience /
Full Time /
On-site
Culture Kings represents the relationship between music, sport, and fashion. These are the three foundation pillars upon which Culture Kings stands. Within each of these components, streetwear has underlined and evolved to become an essential part of culture. Culture Kings prides itself on exclusivity and superiority offering a premium retail experience across all genres, cultures, styles, and ages combined with an extensive and curated range from 100+ leading street, sport, and fashion brands from all around the globe. Frequently visited by some of the world’s best athletes, artists and tastemakers, Culture Kings is ahead of its game offering an elite perspective of the ever-changing global streetwear landscape.
Purpose
The Customer Experience Specialist is responsible for delivering high-quality service to Culture Kings customers across digital and retail channels. Based at our U.S. Distribution Center in Chino, CA, this full-time role plays a key part in maintaining our brand reputation by resolving customer inquiries efficiently and professionally.
Essential Functions
- Respond to customer inquiries via phone and email across eCommerce and retail channels
- Resolve customer concerns including delivery delays, missing items, or faulty products
- Liaise with couriers and third-party logistics providers to track, escalate, and resolve shipping issues
- Collaborate with internal teams to provide timely and effective customer solutions
- Maintain high service standards and meet individual KPIs for contact and resolution rates
- Communicate clearly and professionally with customers in both domestic and international markets
- Assist in ad-hoc return and product inquiries in the DC
Key Strategic Objectives
- Deliver high customer satisfaction
- Improve NPS by creating wow moments
- Reduce average handling time without sacrificing quality
- Represent the customer internally
- Ensure brand integrity in every interaction
- Contribute to culture and performance
Key Performance Indicators
Skills & Experience
- Minimum 2 years' experience in customer service or call center
- Excellent written and verbal communication skills
- Fast, accurate typing (50–60 WPM) and strong multitasking ability
- Confident using CRM and warehouse systems (e.g., Gorgias, Aircall)
- Proven problem-solving and time management skills
- Flexible, positive, and solutions-driven mindset
- Background or interest in streetwear or retail preferred
Key Relationships
- CX Team
- DC Team
- Marketing Team
- Merchandise Team
$23 - $24.59 an hour
Culture Kings Inc. is an Equal Opportunity Employer (EOE). We're committed to a diverse and inclusive workplace and encourage applicants from all walks of life. Come join us, different makes us better.
Equal Employment Opportunity Statement
Culture Kings is an equal opportunity employer. We are committed to creating a diverse and welcoming workplace. To facilitate this, we actively promote a culture of inclusivity internally and encourage both those with non-traditional backgrounds and candidates that identity as part of a traditionally marginalized community to apply for opportunities with us and our portfolio of brands. Additionally, we routinely review our hiring practices and recruiting sources to eliminate both potential and actual bias in the hiring process.
If you need assistance or accommodation during the hiring process due to a disability, please contact us at hrus@culturekings.com. Please note that we do not respond to application inquiries or resume submissions via this email address.
Principals Only. No Agencies please.
Apply Now!
There has never been a more exciting time to join Culture Kings as we expand, innovate, and continue to be the most sought-after streetwear retailer on the market! If this is the opportunity you’ve been waiting for, we want to hear from you. Please apply now with your resume outlining your experience and why you believe you are the right fit for the role.
#CultureKings #CultureKingsCareers
