Customer Experience Associate

Ruffwear•Bend, OR

12d•Hybrid

About The Position

This individual contributor role supports Ruffwear's customers, including consumers, retailers, international distributors, and internal stakeholders, by providing product education and sales assistance. The Customer Experience Team acts as a key liaison between departments to coordinate information and keep the needs of the customer front and center. This position also engages with customers in a retail setting to assist with product selection and represent the Ruffwear brand to create exceptional customer experiences. Like all roles at Ruffwear, this person has a first-hand understanding of the interactive bond between canines and humans and a passion for the outdoors.

Requirements

At least 2 years of customer service experience in a call center or retail setting.
Self-motivated, possessing excellent time management and organizational skills.
Excellent verbal and written communication skills, whether by phone, email, chat, or in-person.
Strong judgment, analytical thinking, and problem solving skills.
Ability to stay calm under pressure and when things do not work out as planned.
A knack for connecting with people and helping them feel valued.
Proficient computer skills and experience using Google Docs, Sheets, and Slides.
Cash handling and working with Point-Of-Sale (POS) systems.

Nice To Haves

At least 1 year of experience providing customer support by phone, email, or chat.
High school diploma or GED.
Experience with NetSuite or other CRM software.
Experience in the outdoor, pet and/or consumer products industry.

Responsibilities

Represent the Ruffwear brand during individual customer interactions by phone, video, email, live chat, and/or in the Retail Store to create exceptional experiences.
Serve as a customer advocate by professionally resolving inquiries, building lasting relationships, and sharing feedback with cross-functional teams to inspire continuous improvement in products and processes.
Provide product recommendations and look for product outfitting opportunities that drive sales and deepen customer experience. Educate customers on usage, proper fit, and care.
Enter and manage order lifecycle, resolve complaints about billing, shipping, or product performance, and educate customers on products or services.
Effectively communicate and work with immediate team members and other internal stakeholders.
Curate unique customer solutions independently without the use of a script or guide.
Create and edit internal process documentation based on identified issues and roadblocks to ensure continual process improvement.
Support execution and maintenance of inventory or merchandising standards in the Retail Store, as needed.
Support execution of public and private events, both in-store and off-site, as needed.
Act as a subject matter expert for records management, retail store operations, systems knowledge, and process stewardship.

Benefits

Competitive pay
Medical, dental and vision coverage for employees and their dependents
Company-paid employee assistance plan, life insurance, AD&D, and long-term disability
4 weeks of PTO to start – 5 weeks after 5 years, and 6 weeks after 10 years
12 weeks of paid parental, family, and medical leave
SIMPLE IRA retirement plan with 3% employer match
16 hours of paid Volunteer Time each year
Month of Unleashed Discovery (sabbatical leave) every 5 years
Quarterly Bonus Incentive Opportunity
Discounts on Ruffwear gear and Industry Pro Deals
2 Field Days per year to test product samples with dogs in action
Annual company-wide outings and regular virtual/in-person events
Dog friendly office