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Customer Service & Administrative Coordinator Job Description

Position Title: Customer Service & Administrative Coordinator                                                                

Reports To: VP of People and Operations

Wild Rye!  

Wild Rye is a small, growing brand based in Sun Valley, ID that’s dedicated to crafting beautiful and technical mountain apparel for all who identify as women that inspires confidence and welcomes more women into the outdoors. We’re a small but mighty team looking for some added (wo)man power. Wild Rye is seeking a hard-working individual with an entrepreneurial spirit to join our four-person team at our HQ in Idaho! This position is a full-time, in house position. 

You!

The ideal candidate is an ambitious, empathetic and outgoing person with a passion for going above and beyond to provide world-class customer service.  As a part of the Wild Rye team, you will be expected to wear many hats. That said, we’re specifically seeking a customer service-minded individual with incredibly strong communication skills. The right candidate should be someone who is detail-oriented, self-motivated and willing and excited to learn all aspects of a growing outdoor brand during a high-growth period. The job will also entail general oversight of office administration and special projects. Please be aware that job function will grow and evolve with our brand growth, so flexibility is a must! This is a great opportunity to get your foot in the door, learn and grow with a high-growth, women-led outdoor brand.

Passion for the Wild Rye lifestyle and for elevating women in the outdoors & in business is a must. Wild Rye deeply values diversity and inclusivity, we strongly encourage traditionally under-represented folx to apply. 

Requirements

Essential Responsibilities Customer Service:

  • Responsible for responding to all incoming customer questions, concerns, exchanges/returns, feedback etc. via CX system in a timely, professional, brand-centric manner
    • Uphold CX standard that “the customer is always right” while keeping Wild Rye’s best interests in mind
  • Interface with warehouse and internal systems to ensure orders can be completed on time and accurately
    • Escalate any warehouse mistakes to Operations team that affect our customers and our bottom line
  • Track trends in customer inquiries, product reviews, etc. and forward to necessary department 
  • Operate online chat system and demonstrate ability to convert chats into sales, build productive relationships, and gain customer loyalty
  • Maintain 4.8 stars (out of 5) customer satisfaction rating (or higher!)
  • First reply time under 20 minutes during working hours
  • Get all open tickets and order needs processed before noon MST to allow the warehouse to make necessary changes before the last pickup 
  • Research best practices and return policies and systems (including updating customer facing materials as needed - pack slips, website FAQs, after-hours auto-response etc.)
  • Become well versed in Shopify and other back-end systems to find required information and make updates as needed
  • Be willing and available to work some weekends and holidays during busy holiday periods

Essential Responsibilities Administrative Coordinator:

  • Event coordination 
    • Create and manage event checklists
    • Sample ordering, labeling, packing and shipping
    • Manage event paperwork
    • Create “event kits” or onsite needs
    • Other misc needs that pop up 
  • Lead all special projects/events, such as sample sales, holiday events and other projects that arise as needed
  • Support sales order uploads and data entry 
  • Support operations with as needed administrative work
  • Support sales with B2B order entry 
  • Support with retailer invoices during heavy B2B ship periods, ensuring all invoices are sent within 3 business days of leaving warehouse
  • Manage general office administrative tasks 
    • Check company PO 3x per week
    • Make as-needed drops at UPS / Fedex
    • Make weekly bank drops 
    • Ensure office supplies are stocked at all times, place orders as needed
  • Additional special projects as they arise, as approved by manager

Qualifications:

  • 1+ years experience in customer-facing or customer service role
  • Gorgias, Zendesk and/or Shopify experience is a plus
  • Understanding and adoption of “Brand Voice”
  • Desire to master Wild Rye product features, sizing and best use cases
  • Excellent written and verbal communication skills and attention to detail
  • A self-starter and problem solver with exceptional execution and follow through
  • Ability to balance volume and quality while exceeding customer expectations and performance targets
  • Ability to think ahead to anticipate office and administrative needs

Benefits

  • Competitive Pay: ~ 40k annually
  • Health benefits
  • Flexible work schedule with powder clause and lunch rides
  • 8-10 paid holidays per year
  • Flexible PTO with prior approval by supervisor
  • Access to outdoor industry discounts
  • Relocation assistance if relevant
  • Wild Rye product discounts!

This position is based in Sun Valley, ID which provides incredible access to mountain biking  and other adventures in the summer as well as both lift-served and backcountry skiing and riding in the winter. We’re a growing team of passionate women who are always looking for more adventure buddies and eager to help you meet your goals in your career and in the outdoors.