Company Overview

BlackStrap is a performance outdoor apparel brand based in Bend, Oregon, focused on technical headwear, base layers, and accessories for year-round adventure. The Operations & Logistics Manager plays a critical leadership role in ensuring operational excellence, efficient product flow, and scalable infrastructure to support company growth.

Schedule: Full Time Exempt, Monday-Friday, 9:00am-5:00pm

Reports to: Sr. Sales Manager & Sr. Ecommerce Manager

Direct Reports: None

Working Environment: 95% Climate controlled, office environment. 5% Potential travel, domestic and international.

Job Summary

We are seeking a Customer Service & Ecommerce Sales Coordinator to join our team! In this role, you will be the frontline ambassador for our brand, providing exceptional customer support and driving online sales growth in both DTC and B2B channels. Your enthusiasm and communication skills will help create memorable experiences for our customers across the outdoor market. This position offers an exciting opportunity to combine sales with your talent for delivering outstanding service in a fun environment.

Core Responsibilities:

30% Wholesale Customer Support

• Respond to inbound B2B customer inquiries promptly and professionally, providing accurate product information, pricing details, and order status updates through multiple communication channels (phone, email, chat, etc.)
• Address customer complaints professionally and empathetically, resolving issues effectively to ensure a high level of customer satisfaction and long-term loyalty.
• Inform management of recurring issues/customer pain points.
• Monitor order status and proactively communicate with customers regarding any changes or delays.
• Maintain up-to-date knowledge of company products, services, policies, and procedures to accurately assist customers.
• Break down customer issues into categories (urgent, important, routine)

Success Measures:

• Response Time Compliance: Achieve or exceed the established Service Level Agreement (SLA) for response and resolution times (e.g., 90% of inquiries within 24 hours).
• Priority Task Completion Rate: 95% or more of high priority tasks are completed within the agreed-upon timeframes.
• Accuracy of Information: Achieve 98% accuracy in providing product information, pricing details, and order status updates,

20% Wholesale Sales Order Management

• Monitor and track orders to ensure timely delivery, proactively updating customers on any changes or delays, and collaborate with sales and other departments to resolve order-related issues like product availability, shipping delays, and billing discrepancies.
• Work to prevent cancellations by offering product substitutions and demonstrating strong knowledge of top sellers and new products.
• Process and manage customer orders, returns, exchanges, and billing issues with attention to detail and accuracy.
• Develop and maintain strong relationships with customers and independent sales reps to identify upsell and cross-sell opportunities, driving increased revenue.
• Work closely with the Sales Team to align sales and customer service efforts, facilitating communication and sharing relevant information to drive sales growth, enhance the customer experience, and improve customer retention.
• Participate in team meetings and cross-functional projects to support sales initiatives and contribute to overall business success.

Success Measures:

• Cross-Departmental Resolution Rate: Resolve 95% of order-related issues (product availability, shipping delays, billing discrepancies) in collaboration with sales and other departments within 24 hours.
• Communication Timeliness: Achieve a 90% or higher rate of timely communication between departments to address order-related issues, ensuring no delays in resolving customer concerns.
• Collaboration Feedback: Receive positive feedback (85% or higher) from sales and other departments on communication effectiveness, timeliness, and problem solving regarding order issues. 25% Ecommerce Customer Support.

25% Ecommerce Customer Support

Serve as the primary point of contact for all direct-to consumer and Amazon customer inquiries across email, chat, and phone.

• Manage daily support queue, ensuring timely, accurate, and professional responses.
• Maintain highest level of product knowledge and pricing to answer all customer inquiries or redirect the sale.
• Resolve customer issues related to orders, shipping, returns, exchanges, sizing, and product questions.
• Ensure Orders placed on DTC & Amazon are processed, fulfilled and delivered on a timely base or according to customer needs.
• Maintain a high standard of communication that reflects BlackStrap’s brand voice: clear, helpful, and human.
• Proactively identify and resolve customer friction points to improve overall experience.
• Track, categorize, and report on common customer issues to inform improvements across product, site, warranty and operations.
• Identify opportunities to convert support interactions into retained or repeat customers (exchanges, store credit, product recommendations).

Success Measures:

• Customer Satisfaction (CSAT): Build customer loyalty, strengthen brand reputation, and increase repeat purchase likelihood by achieving a customer satisfaction rating of 90%+.
• First Response Time: Maintain a response time of <8 business hours to reduce customer frustration and abandonment rates while increasing brand confidence.
• Resolution Time: The goal is to resolve support tickets in <24 hours to improve operational efficiency and create a frictionless customer experience.
• Saved Sale Rate: We aim to retain 15%+ of return inquiries to reduce revenue loss, increase retention, and improve customer lifetime value.

20% Ecommerce Order Management & Fulfillment

• Process returns and exchanges efficiently and accurately in accordance with company policies.
• Guide customers toward exchanges and store credit where appropriate to retain revenue.
• Ensure return processing times and communication meet internal SLA’s
• Maintain accurate tagging and documentation of return reasons to inform product and CX improvements.
• Monitor and manage daily order flow to ensure timely processing and fulfillment.
• Identify and resolve order issues including cancellations, fraud flags, address errors, and shipping delays.
• Act as the liaison between customer support and warehouse operations to ensure fast resolution of order issues.
• Proactively communicate delays or issues to customers to maintain trust.
• Review and moderate user-generated content including product reviews, Q&A, and submitted media.
• Ensure content aligns with brand standards and remove inappropriate or irrelevant submissions.

Success Measures:

• Return Processing time: Process all eligible returns and exchanges within 2 business days of receipt to ensure a seamless customer experience and timely refunds or replacements.
• Order Processing SLA Compliance: Ensure all orders are reviewed, approved, and released for fulfillment within established processing timelines, targeting a 99%+ on-time accuracy.
• Order Issue Resolution Time: Resolve order-related exceptions including cancellations, fraud reviews, address corrections, and fulfillment issues within 24 hours whenever possible.
• Review Moderation SLA: Review and moderate submitted product reviews, Q&A content, and user-generated media within 3 business days of submission. While ensuring UGC meets brand guidelines and complies with moderation standards.

5% Reporting and Analysis

• Compile Wholesale sales data, customer feedback, and market trends to identify opportunities for improvement and inform decision-making.
• Track key performance indicators (KPIs) related to customer support, identifying trends and opportunities for process improvements.
• Conduct root cause analysis of customer issues and escalate recurring problems or trends to relevant departments for resolution.
• Compile and report on recurring customer feedback and operational issues to improve site experience, product clarity, and policies.
• Track and report on DTC and Amazon support tickets, ordering patterns, reviews and reasons
• Ensure, report and communicate compliance with BlackStrap’s Minimum Advertised Price (MAP) policy.

Success Measures:

• Opportunity Identification: Identify at least 3 actionable opportunities for process or product improvement each quarter based on data analysis (sales, customer feedback, market trends).
• Insights Impact: Achieve a measurable impact (e.g., 10% improvement in customer satisfaction, 15% increase in sales, or reduction in complaint volume) from opportunities identified through data compilation and analysis.

Education & Industry Exposure:

• An associate or bachelor’s degree in a relevant field is preferred.
• Previous experience in retail, particularly within the outdoor or apparel industries, is an asset. Experience collaborating with external sales reps or in a wholesale customer service role is highly desirable.
• Familiarity with Amazon sales structures and fulfillment preferred but not required.

Technical Background:

Proficiency in CRM systems, Google Suite, Microsoft Excel, and Shopify is a plus.