Experience Specialist

Location: Richmond, VA

Type: Full Time

Min. Experience: Experienced

We’re currently seeking a full-time Experience Specialist who will be responsible for ensuring that the Need Supply Co. virtual shopping experience exceeds both our standards and that of our customers. The Experience Specialist will communicate with our online customers directly and indirectly (by phone, live chat, and email) as well as manage the activities associated with the online transaction, from start to finish. The ideal candidate will be a team player with a positive, helpful, and customer-focused attitude.


  • Create an engaging and solution-oriented experience for the customer
  • Maintain a positive, friendly, and helpful demeanor throughout every interaction
  • Demonstrate enthusiasm and product knowledge in assisting with personal shopping
  • Respond in a timely manner to all emails and phone calls
  • Investigate lost packages
  • Manage all online returns/exchanges
  • Process online phone orders
  • Assist shipping and returns department when needed

Minimum Qualifications:

  • High School diploma
  • 1-2 years of customer service experience or high-end retail experience
  • Excellent troubleshooting and conflict resolution skills
  • Basic computer skills
  • Ability to work a flexible schedule to include weekend availability and increased hours during holiday seasons

Preferred Qualifications:

  • 2+ years experience working in a fast-paced retail ecommerce environment
  • Bachelor’s degree in Fashion, Merchandising. or other relevant major
  • Familiarity with Magento, Zendesk, and Zopim


Need Supply Co. is an established and fast growing apparel company based in Richmond, Virginia, a city which consistently ranks among the “Best Places to Live and Work in America.” We opened in 1996 selling a unique collection of vintage pieces. Over the past decade, our selection has evolved to become a well-edited assortment of contemporary designers and independent labels from the U.S. and abroad. GQ Magazine called us “The Best E-Commerce on the Web.”

Our Values:

Responsibility, Creativity, Simplicity, Integrity, Effectiveness, Passion, Respect, Fun, Curiosity

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