Customer Experience Lead

Columbia Sportswear Company • Portland, OR

3d

About The Position

ABOUT THE POSITION The eCommerce team powers our US and Canada Columbia.com sites and our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is central to everything we do. The eCommerce team is known for the relentless improvement of the customer experience striving for a better, faster, easier experience. The Consumer Relations Lead provides timely answers and support for complex questions and inquiries, handles executive escalations and formal complaints, and contacts customers to solve problems and solicit feedback through our Winback program. This person will also proactively offer recommendations for consumer experience issues and concerns and provide recommendations for improvements to current practices. HOW YOU’LL MAKE A DIFFERENCE Utilize advanced knowledge and use of tools, policies, and practices to answer questions and effectively handle consumer and agent needs in a variety of channels for multiple brands. Consistently provide exceptional internal and external customer interactions while balancing a focus on Columbia Sportswear Company's net revenue. Effectively handle all consumer executive escalations. Promote customer retention through strategic win back initiatives that elevate the customer journey and align with organizational priorities. Identify gaps in agent knowledge and or understanding, partnering with Leadership, Quality, and Training to share provided feedback, identify training gaps, and proactively provide recommendations and outline solutions to improve consumer and employee experiences. Proactively takes accountability for generating a career plan and partnering with leadership to advance necessary knowledge and skills for future opportunities. Seeks and recommends ways to participate in department and company projects and initiatives. Actively functions as a mentor. Performs other duties as assigned.

Requirements

• Proficient with Microsoft Office applications (Excel, Word, PowerPoint, SharePoint, and Outlook)
• Solutions-oriented with strong, creative critical-thinking skills.
• Able to provide top-tier solutions for escalated customer interactions.
• Able to troubleshoot, problem-solve, make logical decisions, and set priorities.
• Able to work effectively under pressure
• A high school education or equivalent
• 7+ years of related experience
• Extensive retail and customer care experience
• Highly effective communications skills including strong verbal and written skills
• Ability to work in a fast-paced, metric-driven environment with the ability to multi-task.
• Experience with NICE inContact and other similar products

Responsibilities

• Utilize advanced knowledge and use of tools, policies, and practices to answer questions and effectively handle consumer and agent needs in a variety of channels for multiple brands.
• Consistently provide exceptional internal and external customer interactions while balancing a focus on Columbia Sportswear Company's net revenue.
• Effectively handle all consumer executive escalations.
• Promote customer retention through strategic win back initiatives that elevate the customer journey and align with organizational priorities.
• Identify gaps in agent knowledge and or understanding, partnering with Leadership, Quality, and Training to share provided feedback, identify training gaps, and proactively provide recommendations and outline solutions to improve consumer and employee experiences.
• Proactively takes accountability for generating a career plan and partnering with leadership to advance necessary knowledge and skills for future opportunities.
• Seeks and recommends ways to participate in department and company projects and initiatives.
• Actively functions as a mentor.
• Performs other duties as assigned.

Benefits

• Benefits that can protect your family’s financial future and help you save money through our 401k plan plus a generous company match.
• Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services).
• In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services.
• We have extensive wellness benefits, employee discounts and a generous time off program available.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees