Job Description

Position: Customer Experience Associate

Location: Bozeman, MT, USA

Employment Type: Hourly, Full-Time, In-Person

Department : Customer Experience

Reports To: Customer Experience Manager

POSITION OVERVIEW:

The Customer Experience (CX) Associate is the first point of contact for our customers, responsible for responding to inquiries through our Customer Relationship Management (CRM) platform, as well as additional channels in the future. This role ensures every interaction is prompt, personalized, and professional.

The CX Associate will develop deep knowledge of Evergoods products to provide expert guidance and support. Responsibilities include handling questions related to returns and exchanges, shipping, international orders, warranty claims, and more. In addition, the CX Associate will provide support to the Warehouse + Fulfillment team as needed.

The ideal candidate is passionate about the gear we create and the customers we serve. They bring a balance of independence and collaboration, sharp attention to detail, and strong problem-solving skills grounded in empathy and professionalism. Above all, they are committed to creating outstanding customer experiences and driving satisfaction at every touchpoint.

PRIMARY RESPONSIBILITIES

Customer Experience

• Respond promptly and professionally to customer inquiries via Kustomer.
• Accurately codify all responses within Kustomer so the CX Manager can track inquiries and improve EVERGOODS’ overall customer experience.
• Assist customers with product selection by providing in-depth product knowledge.
• Handle customer concerns, inquiries and warranties with a focus on problem resolution and customer satisfaction and retention.
• Monitor and manage requests in regards to order fulfillment, tracking, and delivery to meet promised timelines.
• Organize and maintain a clean working environment.

AREAS OF SUPPORT

• Ability to generate shipping labels and manage order shipments using Shipstation.
• Accurately package customer orders in accordance with company standards, ensuring the safety and presentation of products.
• Restock packaging materials and inventory items as needed for efficient operations.
• Assist in unloading product containers upon arrival from our manufacturer.

EMPLOYEE CONDUCT

At Evergoods, we expect every employee to contribute to a positive work environment through cooperative and professional interactions with colleagues, customers, and vendors. A collaborative and respectful attitude is essential. 

EQUAL EMPLOYMENT OPPORTUNITY

Evergoods is an Equal Employment Opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.

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