What are the responsibilities and job description for the Customer Experience Lead position at Black Diamond Equipment LTD?
Description
The Customer Experience Lead is responsible for running day-to-day admin operations of Customer Experience. This position will monitor all online orders, and customer service efficiency, and act in a capacity as company liaison between the general public, outdoor industry professionals and Black Diamond. Requires in-depth technical comprehension of Black Diamond products from a company philosophy, design, service, warranty/repair and user standpoint with the ability to competently and professionally communicate this knowledge verbally as well as electronically.
Black Diamond follows a hybrid work schedule where Mondays and Fridays are optional work from home days, and Tuesday-Thursday are in office days.
Education
Required:
- High School Diploma
Work Experience
Required:
- 2 years of customer service and sales experience and
- 2 year work experience in online and direct to consumer sales and email marketing in a supervisory role
Skills and general experience:
Excellent written and verbal communication skills are mandatory. Ability to multi-task projects and follow through to the finish without supervision is essential. Technical literacy with emphasis on Microsoft 365.
Additional experience preferred:
Background in administrative work
Requirements
Authorized and responsible to continuously improve upon and perform all duties according to BD Inc’s Quality, Safety and Employee Policies and procedures:
1. Serve as a company liaison to communicate Black Diamond’s corporate and product philosophy, design, liability, warranty/repair, environmental, and historical information.
2. Responsible for handling escalated customer calls/emails in an efficient and understating manner, while using situation as a learning tool for customer service team.
3. Possess advanced knowledge of CRM and ERP programs.
4. Process and refund all incoming DTC returns.
5. Constantly work to improve customer care experience, create engaged customers and facilitate organic growth.
6. Working with other supervisors and management team members to support agents and maximize customer satisfaction.
7. Manage incoming online orders in Navision, ensuring seamless communication between third-party software and Navision.
8. Communicate and research technical questions and knowledge of all Black Diamond products with the aptitude to complete research on and gain knowledge and understanding of competitor products.
9. Track and address issues in the orders inbox, including cancellations, order changes, address adjustments, FedEx/UPS reroutes, short-ships, mis-ships, lost orders, damaged items, returns, refunds, credit memos, return labels, and RAs.
10. Remain vigilant for fraudulent orders, particularly large or suspicious transactions, and collaborate with relevant team members for review.
11. Responsible for supporting all aspects of Black Diamond’s professional purchase program including customer service, order processing and fulfillment, application and credential management, roster and customer account maintenance.
12. Assist with Marketing Department efforts on Black Diamond’s website with proofing, copy writing, related gear selections, corrections, updates, sales and other promotions.
Black Diamond Equipment, Ltd is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex; including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Black Diamond Equipment HR representative.
