Sr Customer Care Specialist

Columbia Sportswear Company; Nellie (OH); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401k with match

Medical/Dental/Vision Insurance

EAP + counseling

Wellness benefits and generous PTO

Job summary

Columbia Sportswear Company seeks a Senior Customer Care Specialist to manage service, sales, and warranty contacts across phone, chat, and email. The role supports customers with a calm, problem-solving approach and collaborates with leadership on improvements.

The position requires a high school education with 5 years of related experience, proficiency in MS Office/Excel, and strong customer service in a retail setting. Shifts may vary including nights and holidays.

Qualifications

• High school diploma or equivalent with 5 years of related experience.
• Experience with Excel and Microsoft Office, and experience with customer service platforms.
• Retail industry and strong customer service experience.
• Ability to consistently meet chat concurrency expectations.
• Ability to organize and prioritize work and work effectively under pressure.

Responsibilities

• Support consumers across phone, chat, and email to meet business needs.
• Handle first- and second-level escalations and resolve issues.
• Provide timely feedback to leadership and training on customer- and employee-facing issues.
• Take accountability for partnering with leadership to improve knowledge and skills for career development.
• Support and assist team members and contribute to department projects and initiatives.

Skills

Multichannel support

Communication

Problem solving

Calm under pressure

Education

High school diploma or equivalent

Tools

Microsoft Office

Excel

Customer service platforms

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 Senior Customer Care Specialist handles service, sales, and warranty contacts. Contacts are potential across three channels - phone, chat, and email. This role is expected to be able to navigate all platforms and brands to meet business needs. Proactively provides feedback regarding customer-facing issues and suggests improvements for current practices. Due to seasonal business demands, work schedules may vary and can include shifts between 5:00 AM and 8:00 PM, weekends, and holidays as coverage needs require.

HOW YOU’LL MAKE A DIFFERENCE

Effectively uses appropriate tools and decision-making abilities to support consumers through a variety of channels, platforms, and brands, focusing on customer satisfaction as well as Columbia Sportswear Company's net revenue. Demonstrates strong ownership and rarely requires escalation support. Effectively handles first and second-level escalations. Provides support to team members. Proactively provides timely feedback to leadership and training regarding customer and employee-facing issues and suggests improvements for current practices. Proactively takes accountability for partnering with leadership to improve knowledge and skills to further career development. Supports and answers questions from team members as appropriate. Seeks ways to contribute to department projects and initiatives. Performs other duties as assigned.

YOU ARE

Positive and maintain open lines of communication with all Columbia Sportswear management, staff, and other departments to contribute to the smooth flow of information and efficient operation of the organization. Knowledgeable in effective telephone and chat customer service techniques and strategies. Able to read, write, and speak English with strong verbal and written skills. Must be proficient in keyboard use and word processing. Able to troubleshoot, solve problems, make logical decisions, and manage. Must be able to maintain a calm demeanor while dealing with difficult or unhappy customers.

YOU HAVE

A high school education or equivalent with 5 years of related experience. Experience with Excel, and Microsoft Office, and experience with customer service platforms. Retail industry and strong customer service experience. Ability to consistently meet chat concurrency expectations. Ability to organize and prioritize work and logically develop work plans. Ability to work effectively under pressure in a fast-paced environment. Possibility of working shifts to cover nights/weekends/holidays for potential operational coverage.

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.

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.

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.

Founded in 1938, Columbia Sportswear Company is a global leader in designing, sourcing, marketing, and distributing outdoor and active lifestyle apparel, footwear, accessories, and equipment. Our four primary brands — Columbia®, Mountain Hardwear®, SOREL® and prAna® — complement each other to address the diverse needs of active consumers and their products have gained an international reputation for their innovation, quality and performance. Learn more about our family of brands here.