Outfitter III

YETI Coolers, LLC; Town of Texas (WI); Hybrid; USD 42,000 - 54,000; Full time

Job summary

YETI Coolers, LLC is hiring a Customer Experience Specialist (Outfitter) to deliver world-class service and expert guidance across channels. You will own complex customer interactions, troubleshoot issues, and provide tailored solutions while upholding YETI’s commitment to quality and adventure.

The role emphasizes ownership, cross-functional collaboration, and proactive problem solving to meet evolving business needs and KPIs. A strong customer-centric mindset is essential.

Qualifications

• High school diploma required; college coursework or technical training preferred.
• Retail or consumer goods experience is a plus.
• Basic proficiency with CRM tools and Microsoft Office.
• Proven ability to lead by example and positively influence team culture.
• Comfortable flexing across multiple channels, systems, and priorities.
• Strong multitasking with high attention to detail and follow-through.
• Basic understanding of order management and accounting principles.
• Analytical mindset with a passion for understanding customer trends.
• Adaptive, proactive, and driven to exceed expectations in every interaction.

Responsibilities

• Deliver world-class service to every customer across channels.
• Respond promptly and professionally by phone, email, and social media.
• Own and resolve advanced customer inquiries including product education and troubleshooting.
• Handle warranty claims, returns, and order support.
• Provide inventory and fulfillment guidance.
• Moderate and respond to public reviews with brand-aligned messaging.
• Collaborate cross-functionally to bring the customer voice into initiatives.
• Drive team KPIs and contribute to process improvements.

Skills

Customer service

Multichannel communication

Problem solving

Team collaboration

Attention to detail

Education

High school diploma

College coursework/technical training

Tools

CRM tools

Microsoft Office

Job description

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

About the Role

As a Customer Experience Specialist (Outfitter), you’ll be a trusted expert and problem-solver, delivering exceptional service and embodying our commitment to quality, innovation, and adventure. You’ll take full ownership of complex customer interactions, elevate team performance through example, and flex across a wide range of responsibilities to meet evolving business needs. This role is ideal for someone who thrives in a fast-paced environment, embraces variety, and takes pride in being the go-to resource—the Swiss Army knife of the Customer Experience team.

What You’ll Do

• Deliver world-class service to every YETI customer, every time.
• Respond promptly and professionally across channels, phone, email, and social media with warmth, clarity, and confidence.
• Own and resolve advanced customer inquiries, including:
• Product education and troubleshooting
• Warranty claims, returns, and order support
• Inventory and fulfillment guidance
• Custom artwork approvals and quotes
• VIP order placement and personalized customer assistance
• Handle escalated situations with empathy, precision, and a highly personalized touch.
• Represent the YETI brand with integrity and enthusiasm in public-facing formats.
• Respond to public customer reviews with professionalism, empathy, and brand-aligned messaging.
• Moderate customer-uploaded images and text for custom drinkware to ensure alignment with YETI's brand standards and content policies.
• Listen actively and empathetically to understand customer needs and deliver tailored solutions.
• Provide thorough follow-up when issues require deeper investigation or coordination.
• Solve complex or unique customer challenges with creativity and accountability.
• Lead by example in achieving team KPIs and productivity goals.
• Identify and champion improvements to customer-facing resources (website, printed materials) and internal tools (SOPs, FAQs, job aids).
• Execute high-impact assignments with minimal direction and maximum ownership.
• Collaborate cross-functionally to bring the customer voice into broader business initiatives.
• Act as a "Swiss Army knife" for the Customer Experience team - flexing across functions, channels, and priorities to meet evolving business needs.

What You Bring

• High school diploma required; college coursework or technical training preferred
• Retail or consumer goods experience is a plus
• Basic proficiency in CRM tools and Microsoft Office (Excel, Word, Outlook)
• Proven ability to lead by example and positively influence team culture
• Comfortable flexing across multiple channels, systems, and priorities
• Skilled multitasker with strong attention to detail and follow-through
• Basic understanding of order management and accounting principles
• Analytical mindset with a passion for understanding customer trends
• Adaptable, proactive, and driven to exceed expectations in every interaction

Why You’ll Love Working Here

At YETI, you’ll be part of a team that values grit, ownership, and the relentless pursuit of excellence. You’ll have the opportunity to make a real impact - on our customers, our brand, and your own career.

YETI Applicant Privacy Notice

YETI welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

At YETI, we design products that last for generations, get you outside, and keep you there longer. If you're looking to take on big challenges and have a passion for keeping the wild, wild - let's talk.

YETI is proud to be an Equal Opportunity Employer. Our commitment to creating a diverse, equitable, and inclusive culture is at the center of everything we do for our employees. We embrace all applicants looking to bring their authentic selves to YETI and contribute to our mission of keeping the wild WILD. Find out more about our commitment to DE&I at yeti.com/esg.html. All applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.