Customer Experience Lead

Applied Labs; Portland (OR); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

401k with company match

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

FSA

HSA

Voluntary benefits

EAP+ counseling

Wellness benefits

Employee discounts

Generous time off

Job summary

Columbia Sportswear Company is seeking a Customer Experience Lead to manage complex inquiries, executive escalations, and customer feedback through our Winback program. You will drive improvements in experience, partner with leadership on training, and mentor teammates to elevate service across channels.

The role requires 7+ years in retail/customer care, strong communication, and proficiency with MS Office and NICE inContact.

Qualifications

• High school diploma or equivalent required.
• 7+ years of related experience in retail and customer care.
• Strong verbal and written communication skills.
• Experience with NICE inContact or similar systems.

Responsibilities

• Provide timely answers and support for complex inquiries across channels.
• Handle executive escalations and formal complaints.
• Promote customer retention through winback initiatives.
• Identify knowledge gaps and collaborate on training improvements.
• Mentor colleagues and participate in department projects.
• Perform other duties as assigned.

Skills

MS Office

Escalation handling

Problem solving

Communication skills

Prioritization

Education

High school diploma or equivalent

Tools

NICE inContact

Job description

About The Position

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

The Customer Experience Lead provides timely answers and support for complex questions and inquiries, handles executive escalations and formal complaints, and contacts customers to solve problems and solicit feedback through our Winback program. This person will also proactively offer recommendations for consumer experience issues and concerns and provide recommendations for improvements to current practices.

How You’ll Make a Difference

• Utilize 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 provide exceptional internal and external customer interactions while balancing a focus on Columbia Sportswear Company's net revenue.
• Effectively handle all consumer executive escalations.
• Promote customer retention through strategic win back initiatives that elevate the customer journey and align with organizational priorities.
• Identify gaps in agent knowledge and or understanding, partnering with Leadership, Quality, and Training to share provided feedback, identify training gaps, and proactively provide recommendations and outline solutions to improve consumer and employee experiences.
• 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 provide top-tier solutions for escalated customer interactions.
• 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 communications 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

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 Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities. https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf. If you need reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter.

• 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, and legal services).
• In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services.
• We have extensive wellness benefits, employee discounts and a generous time off program available.

If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to [e-mail] with the Subject: Applicant Assistance Requested.