eCommerce Customer Engagement Specialist

This is a hybrid role based out of our HQ office in Richmond, CA. The expectation is for employees to be in-office 3 days or more per week, depending on business need. This in-office expectation is subject to change at business discretion.

ABOUT THE POSITION

As the Mountain Hardwear eCommerce Customer Engagement Specialist, you'll combine your obsession with outdoor gear and equipment with your passion for connecting with people to be the voice of our brand. Here you'll engage with customers to answer technical product questions to facilitate informed purchase decisions, and drive consumer outreach in emerging online channels to elevate awareness and sales. To accomplish this, you'll work cross functionally to ensure customer satisfaction and unlock a customer-first mentality across all touchpoints.

HOWYOU'LLMAKE A DIFFERENCE

• Develop and maintain expert knowledge of product lines to consult and advise consumers on purchases aligned with their intended use and recreation. Customer engagement will be managed across phone, customer service tickets, product reviews, Q&A and social media

• Direct product feedback and insights to the Product Management and Ecommerce teams

• Assist with evolving and recruiting members for our Pro Purchase Program, and manage third-party pro purchase platforms by supplying updated seasonal creative and delivering required marketing and promotional content

• Monitor and improve our Chat AI responses

• Manage Group or Bulk Sales inquiries

• Support Marketing Partnerships that integrate with ecommerce

• Support review seeding efforts

• Manage customer feedback surveys

YOU ARE

• A natural problem solver, exercising experience and judgement to meet consumer needs

• An active listener who can convey a message clearly, concisely, accurately and professionally verbally and in writing

• Passionate about connecting with people, building rapport and providing elevated brand experiences

YOUHAVE

• High School Diploma or equivalent certification

• 3+ years of professional experience, supporting customers from service or sales engagements

• Demonstrated outdoor, technical apparel and/or equipment knowledge

#LI-SR1

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