Job Description

Job Title: Customer Experience Associate

Location: Kutztown, Pennsylvania (On-site at RADIUS Headquarters)

About RADIUS Corporation:

Founded in the early 1980s, RADIUS Corporation is a certified woman-owned, second-generation family-owned, and B Corp certified company with over 42 years of innovation in sustainable oral care. We design, manufacture, and distribute premium, eco-friendly products for adults, children, and pets, including toothbrushes, organic and immune support toothpastes, compostable floss picks, and travel accessories. With products available in 4,300+ Walmart stores, leading retailers like Whole Foods and Sprouts, and in over 45 countries worldwide, RADIUS is committed to creating products that are better for people and the planet.

Position Summary:

We’re seeking a personable, detail-oriented, and tech-savvy Customer Experience Associate to be the voice of our brand across all customer-facing platforms. You’ll be the first point of contact for customers and retailers via email, phone, and social media, ensuring every interaction reflects the quality and care we put into our products.

If you love helping people, are a strong communicator, and are comfortable working in digital platforms like Shopify or social media, we’d love to hear from you.

Key Responsibilities:

· Respond to customer inquiries, donation requests and brand collaboration inquiries via email, phone, chat, and social media (questions about orders, products, ingredients, returns, shipping, etc.)

· Manage and resolve customer service tickets through our e-commerce platform (e.g., Shopify, Reamaze)

· Process returns, exchanges, and customer replacement orders promptly and accurately

· Track and follow up on customer feedback or complaints with internal teams (e.g., QA or Operations)

· Maintain a strong understanding of product details and company policies to provide accurate and helpful responses

· Represent the brand voice across all communication channels, including social media DMs and comments

· Support promotional campaigns or product launches by answering incoming inquiries and sharing relevant info

· Log and monitor all customer service interactions and promptly flag any concerning product feedback to the internal team for follow-up.

· Managing the retail outlet inquiries

Qualifications:

· 3+ years of experience in a customer service role (e-commerce or CPG preferred)

· Excellent communication skills — both written and verbal.

· Must be a native English speaker or possess native-level fluency.

· Empathetic, patient, and solution-focused approach to handling customer issues

· Strong attention to detail and ability to multitask

· Tech-savvy with proficiency in Microsoft Office (especially Excel and Outlook); experience with Shopify or other e-commerce tools a plus

· Comfortable engaging on social media in a brand-appropriate tone

· Positive attitude and ability to work both independently and as part of a team

· College degree or relevant coursework a plus

· Experience with customer service platforms like Reamaze, Zendesk, or Gorgias a plus

· Shopify or other e-commerce platform experience a plus

· Familiarity with natural personal care or pet wellness products a plus

Why Join RADIUS?

· Be part of a mission-driven company dedicated to sustainability and innovation.

· Work with a collaborative, supportive team in a family-oriented environment.

· Contribute to products that make a positive environmental impact.

· Competitive salary, benefits, and opportunities for growth.

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