Job Description

[JD] CX Specialist

Location: Los Angeles, CA

Employment Type: Full-time, Exempt

Pay Range: $70,000 - $85,000/year + Eligible for annual performance-based bonus

Benefits: 401(k) with Company Match, Employee Discount Program, Lifestyle Allowance, Mobile Phone Plan Reimbursement, Comprehensive Health/Dental/Vision Insurance, Generous Paid Time Off, Flexible Work Hours, Wellness Days, Creative Days, Monthly Team Building Budget and more!

About Us

CJ OLIVE YOUNG introduced the first Korean health and beauty store in 1999, pioneering the industry and becoming Korea’s No. 1 Health & Beauty Store. With over 1,380 stores across Korea and a global network reaching 150 countries, OLIVE YOUNG is now evolving into a Global Lifestyle Platform that brings the best of beauty and health to customers worldwide.

CJ OLIVE YOUNG USA, Inc is a dynamic and fast-growing beauty retailer specializing in K-beauty skincare and cosmetics in North America! As we expand, we are also curating a selection of local U.S. beauty brands, bringing innovative and high-quality products to our customers.

Job Summary

We are seeking a Customer Experience (CX) Specialist to enhance the overall shopping experience for our customers. This role will focus on customer service operations, claims handling, feedback analysis, and experience optimization across various retail channels. The ideal candidate is passionate about beauty, understands customer needs, and can create strategies to improve customer satisfaction and loyalty.

What You’ll Do

• Oversee and manage customer service operations across online and offline retail channels
• Handle customer inquiries, complaints, and claims, ensuring prompt resolution and customer satisfaction
• Analyze customer feedback and data to identify areas for improvement in the shopping experience
• Develop and implement customer engagement strategies, including loyalty programs and personalized services
• Work closely with the marketing, sales, and store operations teams to align customer experience initiatives
• Train and support retail staff to ensure consistent and high-quality customer interactions
• Collaborate with HQ and cross-functional teams to enhance the overall brand experience
• Monitor and report on customer satisfaction KPIs and recommend improvements

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, Retail Management, or a related field
• 4+ years of experience in customer experience, customer service, or retail operations, preferably in the beauty industry
• Strong problem-solving and communication skills, with a customer-first mindset
• Ability to analyze data and implement customer-centric solutions
• Experience working with customer experience management tools and service platforms
• Ability to multitask and work in a fast-paced retail environment
• Solid understanding of consumer protection laws and hands-on experience in developing or managing customer-related policies

Preferred Qualifications

• Experience in beauty, cosmetics, or skincare retail.
• Familiarity with e-commerce and omnichannel customer service strategies.
• Bilingual in English and Korean is a plus.

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