Sr Customer Care Specialist

Columbia Sportswear Company • Portland, OR

2d

About The Position

The Senior Customer Care Specialist is part of Columbia Sportswear Company’s eCommerce team, which supports its US and Canada Columbia.com sites and Customer Care Center. The role handles service, sales, and warranty contacts through phone, chat, and email, and requires navigating multiple platforms and brands to meet business needs. The specialist focuses on customer satisfaction and company net revenue, takes ownership of customer issues, and proactively shares feedback and ideas to improve customer-facing practices. The role also supports colleagues and contributes to team and department initiatives. Seasonal business needs may lead to varying schedules, including shifts between 5:00 AM and 8:00 PM, weekends, and holidays.

Requirements

• High school education or equivalent.
• Five years of related experience.
• Experience with Excel, Microsoft Office, and customer service platforms.
• Retail industry and strong customer service experience.
• Ability to consistently meet chat concurrency expectations.
• Ability to organize and prioritize work and logically develop work plans.
• Ability to work effectively under pressure in a fast-paced environment.
• Effective telephone and chat customer service knowledge and techniques.
• Strong English verbal and written skills.
• Proficiency with keyboard use and word processing.
• Ability to troubleshoot, solve problems, make logical decisions, and manage.
• Ability to remain calm when dealing with difficult or unhappy customers.
• Positive communication with Columbia Sportswear management, staff, and other departments.

Responsibilities

• Handle service, sales, and warranty contacts through phone, chat, and email across multiple platforms and brands.
• Use appropriate tools and sound decision-making to support consumers, focusing on customer satisfaction and company net revenue.
• Take ownership of customer issues and handle first- and second-level escalations.
• Provide support to team members and answer their questions as appropriate.
• Share timely feedback with leadership and training about customer- and employee-facing issues, and suggest improvements to current practices.
• Partner with leadership to improve knowledge and skills in support of career development.
• Seek opportunities to contribute to department projects and initiatives.
• Perform other duties as assigned.

Benefits

• 401(k) plan with a generous company match.
• Medical, dental, and vision insurance.
• Life insurance and disability coverage.
• Flexible spending accounts and a health savings account.
• Voluntary benefits, including accident, critical illness, hospital indemnity, and legal services.
• Free, confidential, 24/7/365 EAP+ counseling services.
• Wellness benefits.
• Employee discounts.
• A generous time-off program.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED