Job Description

Department: Center Support

Reports To: Product Development Coordinator

Salary: This is a full-time twelve (12) month position at 232 days with a minimum annual salary of $57,340.00.

Job Summary (Primary Purpose):

The Storefront Experience Specialist manages the front-facing operations of all Region 13 product store properties. This role maintains and enhances all storefronts, ensures accurate product presentation, leads customer inquiry and support, and aligns storefront needs with internal teams. The position also collaborates on product performance analysis, presents recommendations for product adjustments, and manages small-scale product development projects as delegated. The Storefront Experience Specialist plays a key role in ensuring storefronts are accurate, user-friendly, and responsive to customer needs.

Required Qualifications (Experience, Education, and Certificates):

• At least three years in customer service, sales, account management support, or related fields, including online and in-person communication.
• Experience managing or supporting e-commerce platforms (Shopify preferred).
• Skill in using CRM tools like Salesforce to support communication, tracking, and workflow alignment.
• Ability to analyze sales or user data to support recommendations.
• Proficient in Microsoft Office Suite, Google Workspace, and online systems.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills and attention to detail.
• Proven ability to collaborate across teams and manage multiple workflows.
• Bachelor's degree or equivalent work experience.

Preferred Qualifications (Experience, Education, and Certificates):

• Associate or bachelor's degree (in marketing, communications, or related field)
• Experience using email marketing platforms (e.g., Mailchimp, Constant Contact, Pardot)
• Basic design skills using tools like Canva or Adobe Creative Suite
• Familiarity with basic analytics tools (e.g., Google Analytics, social platform insights)

Knowledge and Skills:

• Familiarity with K�12 education product and service environments.
• Experience using AI and large language model (LLM) tools (e.g., ChatGPT, Microsoft Copilot) to improve workflow efficiency, support operations, and enhance the quality of written or digital content.
• Experience using Canva to create or edit digital assets, improve visual presentation, and support consistent, on-brand content across projects.
• Experience with business intelligence or data reporting tools.
• Proven expertise in project management capacities, including exposure to PM platforms (experience with Airtable and/or Basecamp a plus).
• Experience using customer service platforms (e.g., HelpScout) to manage inquiries, track response history, and maintain high-quality customer communication.

Major Job Responsibilities/Essential Functions:

Serve as a representative of ESC Region 13, displaying courtesy, tact, consideration, and discretion in all interactions with other members of the educational community and with the public

Storefront Management & Digital Presentation

• Maintain and update product listings, categories, visual assets, and storefront navigation for all product store properties, ensuring accuracy, clarity, and adherence to ESC Region 13 branding, voice, and established style guide.
• Lead implementation of visual and content updates to improve user experience, customer confidence, and product discoverability.
• Ensure all digital assets (images, previews, thumbnails, etc.) are prepared, uploaded, and maintained according to internal standards.
• Collaborate with the Storefront Operations Specialist to ensure product availability, fulfillment readiness, and storefront presentation remain aligned.

Customer Support & Communication

• Serve as the primary point of contact for customer inquiries across both stores, consistently providing timely, tactful, and helpful support.
• Track recurring customer questions and collaborate with internal teams to update storefront content or create clarifying materials.
• Maintain accurate customer communication records to inform future storefront or content improvements.
• Share customer feedback trends with the Storefront Operations Specialist to support operational adjustments and product planning.

Collaboration With Marketing, Design, and Content Teams

• Work closely with ESC Region 13's marketing team to align storefront updates with promotional campaigns, product launches, or seasonally relevant initiatives.
• Partner with internal teams to ensure product descriptions, images, and messaging reflect each product accurately and meet customer expectations.
• Coordinate product launches (including presales and availability notifications) and product updates with the Storefront Operations Specialist to ensure inventory, fulfillment, and customer messaging remain aligned.

Product Performance & Recommendations

• Review storefront performance data, sales trends, and customer feedback to identify low performing, outdated, or confusing products.
• In collaboration with the Operations & Fulfillment Specialist, analyze product performance and develop recommendations for updates, improvements, or sunsetting.
• Present findings and proposed next steps to leadership with clarity and rationale.

Product Updates & Project Coordination

• Lead product update projects delegated by leadership, including content tweaks, additions, and/or light revisions.
• Coordinate communication with SMEs, designers, or the Print Shop when necessary to complete updates accurately and on schedule.
• Ensure updated product versions are reviewed and properly added/released on all Region 13 product store properties.
• Partner with the Storefront Operations Specialist to ensure updated products align with inventory, fulfillment processes, and operational readiness.

Process Documentation & Continuous Improvement

• Maintain, refine, and develop SOPs related to storefront management, customer communication, and product update workflows in conjunction with leadership.
• Identify process challenges or opportunities for improvement and present proposed solutions to leadership.
• Collaborate with the Storefront Operations Specialist to ensure alignment between front-end and back-end processes and documentation.

Supervisory Responsibilities: This position does not supervise staff

Budget Responsibilities: This position does not manage a budget

Working Conditions (Physical/Mental Demands & Environmental Factors):

• Communicates effectively (verbal and written).
• Follows policies and procedures.
• Maintains emotional control.
• Some extended hours may be required.
• Lifting and carrying 0�20 pounds.
• Maintain a professional appearance to internal and external clients.
• This is an onsite, in person position with the ability to work remotely one day per week up to four days per month.

Equipment Used:

• Laptop
• General office equipment

Benefits:

• Generous contribution to medical benefits
• Twelve vacation days per year
• Ten leave days per year
• Discounted wellness offerings
• Form more information browse the Benefits Booklet
• The above statements are intended to describe the general purpose and responsibilities assigned to this job and are not intended to represent an exhaustive list of all responsibilities, duties and skills that may be required.