What are the responsibilities and job description for the Customer Experience Lead position at Black Diamond Equipment?
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:
Work 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:
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.
Salary Description
45-55k
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
- 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
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:
- Serve as a company liaison to communicate Black Diamond’s corporate and product philosophy, design, liability, warranty/repair, environmental, and historical information.
- Responsible for handling escalated customer calls/emails in an efficient and understating manner, while using situation as a learning tool for customer service team.
- Possess advanced knowledge of CRM and ERP programs.
- Process and refund all incoming DTC returns.
- Constantly work to improve customer care experience, create engaged customers and facilitate organic growth.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
- Manage incoming online orders in Navision, ensuring seamless communication between third-party software and Navision.
- 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.
- 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.
- Remain vigilant for fraudulent orders, particularly large or suspicious transactions, and collaborate with relevant team members for review.
- 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.
- Assist with Marketing Department efforts on Black Diamond’s website with proofing, copy writing, related gear selections, corrections, updates, sales and other promotions.
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.
Salary Description
45-55k
