Customer Experience Specialist — Growth, Brand & Partnerships

Headquartered in North Andover, Massachusetts, RMS International (USA) is a fast-growing toy company creating highly trending, innovative products for children around the world.
Our mission is simple: We believe in making the coolest toys. Period.
From concept to shelf, our teams play a critical role in bringing toys to life. We collaborate across Design, Product Development, Sales, and Supply Chain to create products that delight kids and families everywhere.
If you want to be on the cutting edge of children’s toys and the future of play — this is where you belong.
Position Summary

RMS is seeking a friendly, organized, and detail-oriented Customer Experience Specialist to help create magical experiences for our customers, clients, and brand partners.
This role is ideal for someone early in their career who enjoys communication, problem solving, and being part of a fast-paced team. The ideal candidate will represent the RMS brand with professionalism, positivity, and enthusiasm in every interaction.
This position will support customer service operations while also assisting with marketing-related projects, influencer and client mailings, and special product package coordination.
The Customer Experience Specialist will report directly to the Director of Operations.
Key Responsibilities

Respond to customer inquiries via email and phone in a timely, professional, and brand-aligned manner
Help ensure every customer interaction reflects the “Really Magical Stuff” personality and values of RMS
Troubleshoot customer concerns and coordinate solutions with internal teams
Assist with shipment coordination and tracking for customer inquiries and special requests
Prepare and send PR packages, influencer mailers, and client product shipments
Coordinate deliveries to key retail and business partners including Five Below, Walmart, Target, and others
Support light marketing and brand-related projects as needed
Maintain organized records of customer communications and shipment tracking
Assist with product sample organization and inventory
Occasionally deliver packages locally when needed to meet tight deadlines
Qualifications

Strong written and verbal communication skills with a professional and upbeat tone
Organized, dependable, and detail-oriented
Comfortable working in a fast-paced environment and managing multiple priorities
Positive attitude with a willingness to learn
Interest in toys, trends, branding, social media, or consumer products is a plus
Experience with email communication and Microsoft Office or Google Workspace preferred
College degree not required
Valid driver’s license and reliable transportation strongly preferred
The Ideal Candidate

The best candidate for this role is someone who genuinely enjoys helping people and is excited about the RMS brand and products. They understand that every customer interaction matters and take pride in creating positive experiences that reflect the fun, creative spirit of RMS.
What We Offer

Mission-Driven Growth:

Be part of our ambitious journey to become the leading value toy company globally, prioritizing creativity, innovation, and fun for all.
Collaborative Environment:

Engage in a high-energy workplace where teamwork and cooperation thrive.
Career Progression:

Experience ongoing opportunities for advancement within our company.
Comprehensive Benefits: Enjoy competitive benefits including paid time off, paid holidays, 401(k) matching, and comprehensive medical, dental, and vision insurance coverage.
Annual Bonus Incentives:

Receive annual bonus incentives tied to personal and company performance, recognizing your contributions to our shared success.
Job Type: Full-time
Schedule: 8-hour shift / 40 hours per week
401(k)
Health insurance
Paid time off
Vision insurance
RMS International is an equal opportunity employer and values collaboration, creativity, and innovation across our teams.

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