About Eagle Creek Eagle Creek has been building travel gear since 1975. We make gear backed by a No Matter What® Warranty, obsess over sustainability, and operate like a tight-knit crew of people who genuinely love what they're doing. We're a small team, which means your work shows up everywhere. No bureaucracy. No layers of approval for a decision. Just a group of people moving fast, caring deeply about the product and the planet, and having a good time doing it. The Role and Responsibilities The customer experience, warranty, and warehouse specialist is a critical position who optimizes every touchpoint within the customer journey. This role is critical to ensuring high customer satisfaction and encouraging repeat business by supporting customers via phone, email, and chat creating brand loyalty for one customer at a time. While we have a robust e-commerce platform and utilize top tier technology, human interaction in this role is indispensable. This role is essential to ensuring high customer satisfaction and encouraging repeat business by balancing phone calls, email, and chat to support customers in real time with shipping repair parts, auditing inventory, and supporting other departments in receiving and shipping merchandise.

What You'll Do Omnichannel Support:

Communicate professionally and effectively via phone, email, and chat to resolve customer inquiries regarding orders, products, promotions, shipments, and technical questions.

Product Feedback Loop:

Act as the voice of the customer by systematically communicating user insights and product feedback directly to our product development team.

Warranty Assessment:

Assist customers navigating the Eagle Creek No Matter What Warranty by evaluating product damage and determining the correct parts needed for repair.

Financial and Order Processing:

Issue customer credits, process warranty orders, and ship replacement parts directly to customers. 3

PL Collaboration:

Partner closely with our third-party logistics fulfillment center (3PL) to resolve exceptions and ensure e-commerce orders seamlessly meet customers' expectations.

Parts Fulfillment:

Securely process and ship orders for replacement parts to both authorized repair partners and everyday customers.

Inventory Control:

Maintain order on the floor by conducting regular cycle counts and keeping repair parts systematically organized.

Event Logistics and RePack Support:

Support the shipping and receiving needs for sales activations, marketing events, RePack orders, and all other miscellaneous operational shipments.

Preferred Experience & Skills E-Commerce & Digital Literacy:

Comfort navigating e-commerce backends like Shopify and ReAmaze.

Mutli-Channel Communication:

Strong written and verbal skills. The ability to write empathetic emails or hold clear phone conversations with customers while seamlessly switching back to internal professional updates.

Active Listening & Assessment:

Strong critical thinking to analyze photos or customer descriptions to identify the best solution.

Time Management & Multitasking:

Exceptional prioritization skills. The role requires jumping fluidly between desk tasks and physical warehouse workflows without dropping details.

Customer Support Environment:

Prior experience in an office, help desk, or customer facing role is necessary.

Inventory or Warehouse Exposure:

Experience working in retail inventory management, shipping/receiving, or small e-commerce fulfillment environment is highly preferred.

Outdoor/Gear Industry Passion:

A personal interest in travel, outdoor gear, or sustainable consumer programs is preferred.

Who You Are Customer-Centric Problem Solver:

You treat every customer like a fellow adventurer. You approach them with empathy, clear communication, and a solution-oriented mindset.

Eager and Fast Learner:

You are excited to master our product catalog containing over 50 years of gear. You pick up software platforms and warehouse workflows quickly.

Resourceful Self-Starter:

You thrive in an environment with limited corporate hierarchy. You see a messy shelf or a slow workflow and proactively fix it without needing to be told.

Hands-on and Action Oriented:

You love a balance of desk work and physical activity. You are ready to pivot instantly from emails to the warehouse - organizing inventory and packing orders.

Dependable Team Player:

You leave your ego at the door. You understand that in a tiny team, everyone's daily presence and hard work directly impact our customer satisfaction. Requirements and Physical Demands Prior experience in a warehouse, shipping/receiving, or inventory retail environment is a plus but not required - we are happy to train the right person! Ability to stand and walk for extended periods on concrete warehouse floors. Ability to routinely lift, bend, reach, and move boxes weighing up to 30 lbs. What We Offer We offer an hourly rate between $23-25 depending on experience, along with the same benefits package we offer across Eagle Creek full-time staff: medical, dental, vision, retirement plan with company match, a free time off (FTO) policy. Eagle Creek is committed to hiring diverse staff. Therefore, we encourage all people to apply regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Pay:

$23.00 - $25.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person