Customer Experience Lead

Columbia Sportswear; Portland (OR); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) with company match

Wellness programs

Employee discounts

Generous time off

Job summary

Columbia Sportswear is seeking a Customer Experience Lead to provide timely, expert support across channels for the US/Canada Columbia.com and Customer Care Center. You will manage executive escalations, solicit feedback, and drive proactive improvements to the customer journey, balancing exceptional service with net revenue goals.

The role involves mentoring team members, collaborating with Leadership, Quality, and Training to close knowledge gaps, and advancing knowledge for future

Qualifications

• Proficient with Microsoft Office applications (Excel, Word, PowerPoint, SharePoint, 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.

Responsibilities

• Provide timely answers and support for complex questions and inquiries across multiple channels.
• Handle executive escalations and formal complaints.
• Support Winback initiatives to promote customer retention and improve the customer Journey.
• Identify training gaps and partner with leadership to improve consumer and employee experiences.
• Mentor colleagues and participate in department and company projects.

Skills

Office productivity

Critical thinking

Escalation handling

Problem solving

Under pressure

Education

High school diploma

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.

BENEFITS

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, 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.

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf