Outfitter III

YETI•US - Remote TX, TX

About The Position

As a Customer Experience Specialist (Outfitter), you’ll be a trusted expert and problem-solver, delivering exceptional service and embodying our commitment to quality, innovation, and adventure. You’ll take full ownership of complex customer interactions, elevate team performance through example, and flex across a wide range of responsibilities to meet evolving business needs. This role is ideal for someone who thrives in a fast-paced environment, embraces variety, and takes pride in being the go-to resource—the Swiss Army knife of the Customer Experience team.

Requirements

High school diploma required; college coursework or technical training preferred
Retail or consumer goods experience is a plus
Basic proficiency in CRM tools and Microsoft Office (Excel, Word, Outlook)
Proven ability to lead by example and positively influence team culture
Comfortable flexing across multiple channels, systems, and priorities
Skilled multitasker with strong attention to detail and follow-through
Basic understanding of order management and accounting principles
Analytical mindset with a passion for understanding customer trends
Adaptable, proactive, and driven to exceed expectations in every interaction

Responsibilities

Deliver world-class service to every YETI customer, every time.
Respond promptly and professionally across channels—phone, email, and social media—with warmth, clarity, and confidence.
Own and resolve advanced customer inquiries, including: Product education and troubleshooting, Warranty claims, returns, and order support, Inventory and fulfillment guidance, Custom artwork approvals and quotes, VIP order placement and personalized customer assistance.
Handle escalated situations with empathy, precision, and a highly personalized touch.
Represent the YETI brand with integrity and enthusiasm in public-facing formats.
Respond to public customer reviews with professionalism, empathy, and brand-aligned messaging.
Moderate customer-uploaded images and text for custom drinkware to ensure alignment with YETI’s brand standards and content policies.
Listen actively and empathetically to understand customer needs and deliver tailored solutions.
Provide thorough follow-up when issues require deeper investigation or coordination.
Solve complex or unique customer challenges with creativity and accountability.
Lead by example in achieving team KPIs and productivity goals.
Identify and champion improvements to customer-facing resources (website, printed materials) and internal tools (SOPs, FAQs, job aids).
Execute high-impact assignments with minimal direction and maximum ownership.
Collaborate cross-functionally to bring the customer voice into broader business initiatives.
Act as a “Swiss Army knife” for the Customer Experience team—flexing across functions, channels, and priorities to meet evolving business needs.