Job Type: Full-Time, Hourly

Reports to: Manager, Customer Experience

Classification: Non-Exempt

Location: Remote Possible

Job Level: F3 – Associate

Date: August 2024

Summary/Objective

The Customer Experience Associate is responsible for providing product education and sales support to Ruffwear’s customers, which include individual consumers, retailers, international distributors, and internal stakeholders. The Customer Experience team acts as a key liaison between departments to coordinate information between teams while always keeping the needs of the customer front and center. This position also engages with customers in a retail setting to assist with product selection and represent the Ruffwear brand to create exceptional customer experiences.

Position Requirements

• Bend, OR preferred (remote possible)
• Effectively communicate with customers by phone, video, written formats, or in-person to create exceptional experiences.
• Represent the brand during individual customer interactions, in the Ruffwear Retail Store, and/or publicly on Ruffwear’s communication platforms.
• Gather key information from customers to resolve inquiries in a timely and professional manner that builds and maintains customer relationships.
• Provide product recommendations and look for product outfitting opportunities that drive sales and deepens the customer experience. Educate customers on usage, proper fit, and care.
• Enter and manage order lifecycle, resolve complaints about billing, shipping, or product performance, and educate customers on products or services.
• Effectively communicate and work with immediate team members and other internal stakeholders.
• Collect customer feedback and proactively share recommendations with appropriate departments to address customer concerns and improve internal processes.
• Create unique customer solutions independently without the use of a script or guide.
• Create and edit internal process documentation based on identified issues and roadblocks to ensure continual process improvement.
• Support execution and maintenance of inventory/merchandising standards in the Retail Store as needed.
• Act as a subject matter expert for records management, retail store operations, systems knowledge, and process stewardship.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Supervisory Responsibility

None

Work Environment

While performing the duties of this job, the employee regularly works in a retail store and office setting (Ruffwear office or home office as necessary). Ability to lift heavy objects, such as boxes of product (up to 50 lbs), bend and/or kneel on the floor.

Business Unusual

At Ruffwear, we believe success goes beyond making great gear. Started as a one-person endeavor in 1994, Ruffwear has gained the support of dogs and humans around the world and is one of Outside Magazine’s 100 Best Places to Work. Known for innovative products that help people and dogs of all abilities enjoy outdoor spaces together, our “pack” values diverse thinking and voices from different backgrounds. We appreciate a willingness to take intentional risks that promote creativity, strengthen customer relationships, and reduce our impact on the planet. Our privately held company reinvests profits back into our business to keep it sustainable and nimble, and we partner with organizations like The Conservation Alliance to help protect the lands and waterways where canines and humans connect and thrive. Based in Bend, Oregon, we test our products and explore with our own dogs among our nearby forests, rivers, and mountains. Our headquarters recently underwent an innovative renovation to provide a workspace that enhances the wellbeing and creativity of our pack. Our warm and collaborative atmosphere fosters the sharing of ideas through respectful and stimulating dialogue and helps us implement new initiatives with gusto.

Travel

Optional domestic travel to support customer events or training, as needed.

Required Education and Experience

• 3+ years of customer service experience, preferably in a retail or customer support setting.
• Self-motivated, possessing excellent time management and organizational skills.
• Excellent verbal and written communication skills, whether by phone, email, chat, or in-person.
• Strong judgment, analytical thinking, and problem solving skills.
• Ability to stay calm under pressure and when things do not work out as planned.
• A knack for connecting with people and helping them feel valued.
• Passion for dogs and first-hand understanding of the interactive bond between canines and humans.

Preferred Education and Experience

• 1+ years of experience providing customer support by phone, email, or chat.
• Experience working with ERP or CRM systems (NetSuite preferred).
• Experience in the outdoor and/or consumer products industry.
• Passion for the outdoors.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee to do this job. Duties, responsibilities, and activities may change at any time with or without notice.

The Perks (Job Benefits):

We believe that our employees and their achievements drive our success and that rewards must be mutual. We always keep employee experience in mind as we work to create a quality work-life balance for everyone in the Pack.

Base Pay Rate:

$20.00 – $22.00/Hourly

This range represents the low and high end of the anticipated base pay range for this position. The actual base pay rate will depend on several factors such as experience, knowledge, and skills. Our base pay rate is just one component of our competitive total rewards strategy which includes numerous benefits and perks, as well as specific health and welfare benefits.

Here is a snapshot of the benefits we provide:

• Medical, dental and vision coverage for employees and their dependents.
• Company-paid employee assistance plan, life insurance, AD&D, and long-term disability.
• 4 weeks of PTO to start – 5 weeks after 5 years, and 6 weeks after 10 years.
• 12 weeks of paid parental, family and medical leave.
• SIMPLE IRA retirement plan with 3% employer match.
• 50% off Ruffwear products and additional outdoor gear discounts.
• Company performance bonus eligibility each quarter.
• Up to $500/year reimbursement for Wellness expenses.
• 16 hours of paid Volunteer Time each year.
• Month of Unleashed Discovery (sabbatical leave) every 5 years.
• 2 Field Days per year to test product samples with dogs in action.
• Annual company-wide outings and regular virtual/in-person events.

Equal Opportunity Employer:

As a mission-driven brand, Ruffwear is deeply committed to putting people first and creating a space where we can be our authentic self. We welcome, embrace, and celebrate all people regardless of gender, age, race, disability, nationality, ethnicity, faith, or sexual orientation.

We encourage you to apply regardless of your experience within the outdoor industry. At Ruffwear we believe that experience comes from a variety of places. We look for individuals who are curious, collaborative, and treat others with respect and gratitude. Show us how your experiences have shaped you and how you can contribute to Ruffwear in our mission to foster canine and human connections outdoors. We can’t wait for you to share with us your personal story!