Customer Experience Specialist

Customer Experience Specialist
North Andover, MA • Full Time • Onsite

About RMS
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

Can-do attitude.

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 Details

Job Type: Full-time

Schedule: 8-hour shift / 40 hours per week

Work Location: In person

Benefits

401(k)

Dental insurance

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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