Customer Experience Lead

ABOUT THE POSITION

The eCommerce team powers our US and Canada Columbia.com sites as well as our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is at the center of everything we do. And, the eCommerce team is known for the relentless improvement of the customer experience-always striving for a better, faster, easier experience.

The Consumer Relations Lead provides timely answers and support to questions and inquiries, handles consumer escalations, offers feedback to agents to assist in their development, and provides timely feedback on agent needs and trends. This person will also proactively offer recommendations for consumer experience issues and concerns and provide recommendations for improvements of current practices.

HOW YOU’LL MAKE A DIFFERENCE

• Utilizes advanced knowledge and use of tools, policies, and practices to answer questions and effectively handle consumer and agent needs in a variety of channels for multiple brands. Consistently manifests exceptional internal and external customer interactions and balancing focus to Columbia Sportswear Company's net revenue.
• Effectively handles all consumer escalations. Provides support and guidance to team members.
• Identifies gaps in agent knowledge and or understanding and offers feedback to guide agents to correct practices and behaviors. Partners with leadership, quality, and training to share provided feedback, identify training gaps, and proactively provides recommendations and outlined solutions to improve consumer and employee experiences and potential training gaps.
• Proactively takes accountability for generating a career plan and partnering with leadership to advance necessary knowledge and skills for future opportunities. Seeks and recommends ways to participate in department and company projects and initiatives. Actively functions as a mentor.
• Performs other duties as assigned.

YOU ARE

• Proficient with Microsoft Office applications (Excel, Word, PowerPoint, SharePoint and Outlook)
• Solutions oriented with strong, creative critical-thinking skills
• Able to troubleshoot, problem solve, make logical decisions, and set priorities
• Able to work effectively under pressure

YOU HAVE

• A high school education or equivalent
• 7+ years of related experience
• Extensive retail and customer care experience
• Highly effective presentation skills including strong verbal and written skills
• Ability to work in a fast paced, metric driven environment with the ability to multi-task
• Experience with NICE inContact and other similar products

#L1-CS1

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.

Columbia Sportswear is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The Know Your Rights poster is available here: https://www.eeoc.gov/poster  The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf  Columbia Sportswear is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.

At Columbia Sportswear Company, we’re proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family’s financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, ID theft, and legal services). We have extensive wellness benefits and employee discounts available.