DTC Customer Experience Operations Coordinator

Join the team at Fenix Outdoor and help us deliver an outstanding customer experience rooted in sustainability, efficiency, and connection to the outdoors. As the DTC Customer Experience Operations Coordinator, you’ll provide essential support to the backend systems and processes that power our e-commerce and customer service efforts across multiple outdoor brands.

This is a full-time, hourly position based in Aurora, CO. This position is with Fenix Outdoor, the parent company of our iconic Fjällräven brand.

WHAT WE OFFER

Click here to learn more about Fenix Outdoor benefits like:

• A stimulating work environment with passionate, enthusiastic co-workers
• Opportunities for personal and professional growth that will elevate your career
• A company that treasures sustainability and acts to create future stewards of nature
• Medical, Dental, Vision, Critical Illness, Accident
• 401k with generous company match
• Generous schedule of company-paid holidays
• Product discounts on all Fenix Outdoor brands
• Industry discounts and more…

The anticipated wage for this position is $21.50-$23.00 per hour.

WHAT YOU WILL DO

Operational & System Support

• Troubleshoot and resolve e-commerce issues included unallocated orders, refund errors, invoicing discrepancies, and shipping challenges
• Manage ecommerce inventory thresholds and oversee Zendesk maintenance and user training
• Conduct user acceptance testing (UAT) for new tools and updates
• Research and resolve aging orders and payment related issues

Customer & Program Support

• Assist with fraud review processes and chargeback disputes
• Maintain and update discount codes, employee discount eligibility, and promotional campaigns
• Provide backup support for the DTC Customer Experience team during peak seasons, including email, chat, and phone responses
• Manage Customer Experience sample inventory

Reporting & Administrative Tasks

• Develop and maintain process documentation and reporting tools
• Provide general administrative support

WHO YOU ARE

Experience and technical skills

• Background in customer service and/or retail environments
• Familiarity with ERP and backend e-commerce systems
• Experience with Zendesk
• Strong Excel skills and general proficiency in Microsoft Office
• Previous experience in operations support is preferred

Traits and Attributes

• Clear communicator with strong interpersonal skills
• Detail-oriented, organized, and resourceful problem-solver
• Team-oriented and adaptable to changing priorities

Physical Requirements

• Ability to work onsite in Aurora, CO

ABOUT US

Fenix Outdoor is a global group of brands with a mission to inspire people to spend time outdoors. Our brands, including Fjällräven, Royal Robbins, and Hanwag, are committed to sustainability, adventure, and producing high-quality gear for the outdoor lifestyle.

Ready to apply? Submit your brief application online before May 7^th to be considered for our team and help shape the future of sustainability in the outdoor industry!

Fenix Outdoor is committed to continually striving to create and promote a diverse and inclusive workplace for all employees. We provide equal employment opportunities. Our goal is to create a safe, fair and friendly work environment where everyone feels welcome and can thrive.