Skillbridge Extern - Customer Experience Operations

Black Rifle Coffee Company

About The Position

We’re proud to offer a SkillBridge externship exclusively for transitioning service members looking to explore a career in Operations, Order Management, or Customer Experience in a fast-paced, consumer-facing business environment. This learning-focused opportunity is designed to provide hands-on exposure to the inner workings of order flow, fulfillment systems, and customer lifecycle management—while helping you build foundational business skills for your post-military career. As a SkillBridge Extern on our Customer Experience Operations Team, you’ll be embedded in the behind-the-scenes engine that ensures every order gets where it needs to go—and every customer gets the BRCC experience they expect. You’ll learn how we monitor order health, coordinate cross-functionally, escalate time-sensitive issues, and maintain clear and professional customer communication.

Requirements

This externship is ideal for transitioning service members who are:
Curious about backend operations, ecommerce fulfillment, or customer experience
Strong communicators who can stay clear, calm, and solution-oriented
Process-minded, organized, and eager to learn how systems connect in the private sector
Open to feedback and confident navigating changing priorities
Comfort with spreadsheets and data organization (Excel knowledge is a plus)
Ability to stay composed and professional under time pressure
Meticulous attention to detail and follow-through
Willingness to learn new tools, ask questions, and adapt to evolving workflows

Responsibilities

Order Management & System Exposure: Shadow team members to understand how we monitor and manage 500+ weekly orders
Learn to identify and support resolution of common issues: returns, backorders, system errors, and order flow blocks
Gain familiarity with tools such as NetSuite, Shopify, and other backend platforms that drive order fulfillment
Escalation & Issue Triage: Observe how our team handles high-risk orders and suspected fraud
Learn when and how to escalate technical, financial, or fulfillment issues across internal teams
Practice clear, concise communication under pressure
Customer Communication Support Assist with drafting outreach communications to notify customers about delays, updates, or resolution timelines
Learn how our team applies the BRCC brand voice in written and verbal interactions
Observe and assist with professional, empathetic communication in customer-facing moments
Reporting & Documentation Help gather and interpret data on order health, ticket trends, or error frequency
Support documentation of SOPs for emerging issues and system updates
Contribute ideas and insights into how processes could be made smoother or more scalable