Job summary
Job post source
This job is directly from Outerknown
Job overview
The Customer Experience Specialist at Outerknown is responsible for delivering an exceptional omnichannel customer experience across multiple brands, focusing on surf hardgoods expertise to support Firewire and Slater Designs customers.
Responsibilities and impact
The role involves interacting with customers via live chat, email, phone, SMS, and social channels, supporting sales and order processing, maintaining product knowledge, facilitating warehouse pickups, managing demo fleet inventory, and providing feedback to improve processes.
Experience and skills
Candidates should have at least one year of direct-to-consumer customer experience, strong knowledge of surfboard shapes, technology, and trends, a positive outlook, strong work ethic, and the ability to work flexible schedules including weekends and holidays; a high school education or equivalent is preferred.
Work environment and culture
The role requires a positive attitude, integrity, respect, adaptability, and excellent communication skills, reflecting a culture focused on customer satisfaction and teamwork within the eCommerce and digital marketing department.
Company information
Outerknown is a brand portfolio company including Outerknown, Firewire, and Slater Designs, specializing in surf-related products and apparel with a focus on sustainability and innovation.
Team overview
The specialist reports to the Customer Experience Manager and collaborates across brands but has no direct reports, working within the eCommerce and Digital Marketing department.
Job location and travel
The position requires working in-office five days a week, with some flexibility for weekend and holiday shifts.
Unique job features
The role is distinguished by its focus on surf hardgoods expertise, involvement in both customer service and operational sales support, and participation in consumer-facing events for Firewire.
Company overview
Outerknown is a sustainable apparel brand co-founded by professional surfer Kelly Slater and designer John Moore in 2015. The company focuses on creating stylish, high-quality clothing while prioritizing environmental and social responsibility. Outerknown makes money by selling a range of products, including men's and women's clothing, swimwear, and accessories, through its online platform and select retail partners. A key aspect of its business model is its commitment to transparency and ethical manufacturing practices, ensuring fair labor conditions and using sustainable materials. Outerknown's dedication to sustainability and innovation has positioned it as a leader in the eco-friendly fashion industry.
How to land this job
Position your resume to highlight your experience in direct-to-consumer customer service and your ability to deliver an exceptional omnichannel customer experience across live chat, email, phone, SMS, and social media channels.
Emphasize your knowledge of surfboard shapes, surfboard technology, and surfboard brand trends, especially focusing on hardgoods expertise relevant to Firewire and Slater Designs customers.
Apply through multiple channels including Outerknown's official corporate careers page and LinkedIn to increase your chances of being noticed for the Customer Experience Specialist role.
Connect with current Outerknown employees in the eCommerce & Digital Marketing department on LinkedIn, especially those in customer experience roles; use ice breakers like asking about recent brand campaigns or inquiring how they maintain customer satisfaction across multiple touchpoints.
Optimize your resume for ATS by incorporating keywords such as 'omnichannel customer experience,' 'DTC customer service,' 'surfboard technology,' 'order processing,' and 'inventory management' to ensure it passes automated screenings.
Consider using Jennie Johnson's Power Apply feature to automate tailored applications, find relevant job posting locations, and identify LinkedIn connections for networking, allowing you to focus your time on preparing for interviews and improving your skills.
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