Customer Service & Ecommerce Sales Coordinator 1.0 1.0 out of 5 stars 565 SE 9th Street, Bend, OR 97702 $40,000
- $50,000 a year
- Full-time BlackStrap Resources 2 reviews $40,000
- $50,000 a year
- Full-time Company Overview BlackStrap is a Bend, Oregon-based outdoor apparel brand founded in 2008.
We design and manufacture premium, technically advanced mountain lifestyle gear—balaclavas, base layers, neck gaiters, hoods, and protective activewear—for skiing, snowboarding, and year-round outdoor pursuits. Committed to innovation, performance, and reliability, we empower adventurers through a balanced approach: thriving DTC e-commerce and strong partnerships with specialty retailers nationwide.
Schedule:
Full Time Exempt, Monday-Friday, 9:00am-5:00pm Reports to: Sr. Sales Manager & Sr.
Ecommerce Manager Direct Reports:
None Working Environment:
95% Climate controlled, office environment. 5% Potential travel, domestic and international. Job Summary We are seeking a Customer Service & Ecommerce Sales Coordinator to join our team! In this role, you will be the frontline ambassador for our brand, providing exceptional customer support and driving online sales growth in both DTC and B2B channels. Your enthusiasm and communication skills will help create memorable experiences for our customers across the outdoor market. This position offers an exciting opportunity to combine sales with your talent for delivering outstanding service in a fun environment.
Core Responsibilities:
30% Wholesale Customer Support Respond to inbound B2B customer inquiries promptly and professionally, providing accurate product information, pricing details, and order status updates through multiple communication channels (phone, email, chat, etc.) Address customer complaints professionally and empathetically, resolving issues effectively to ensure a high level of customer satisfaction and long-term loyalty. Inform management of recurring issues/customer pain points. Monitor order status and proactively communicate with customers regarding any changes or delays. Maintain up-to-date knowledge of company products, services, policies, and procedures to accurately assist customers. Break down customer issues into categories (urgent, important, routine)
Success Measures:
Response Time Compliance:
Achieve or exceed the established Service Level Agreement (SLA) for response and resolution times (e.g., 90% of inquiries within 24 hours).
Priority Task Completion Rate:
95% or more of high priority tasks are completed within the agreed-upon timeframes.
Accuracy of Information:
Achieve 98% accuracy in providing product information, pricing details, and order status updates, 20% Wholesale Sales Order Management Monitor and track orders to ensure timely delivery, proactively updating customers on any changes or delays, and collaborate with sales and other departments to resolve order-related issues like product availability, shipping delays, and billing discrepancies. Work to prevent cancellations by offering product substitutions and demonstrating strong knowledge of top sellers and new products. Process and manage customer orders, returns, exchanges, and billing issues with attention to detail and accuracy. Develop and maintain strong relationships with customers and independent sales reps to identify upsell and cross-sell opportunities, driving increased revenue. Work closely with the Sales Team to align sales and customer service efforts, facilitating communication and sharing relevant information to drive sales growth, enhance the customer experience, and improve customer retention. Participate in team meetings and cross-functional projects to support sales initiatives and contribute to overall business success.
Success Measures:
Cross-Departmental Resolution Rate:
Resolve 95% of order-related issues (product availability, shipping delays, billing discrepancies) in collaboration with sales and other departments within 24 hours.
Communication Timeliness:
Achieve a 90% or higher rate of timely communication between departments to address order-related issues, ensuring no delays in resolving customer concerns.
Collaboration Feedback:
Receive positive feedback (85% or higher) from sales and other departments on communication effectiveness, timeliness, and problem solving regarding order issues. 25% Ecommerce Customer Support. 25% Ecommerce Customer Support Serve as the primary point of contact for all direct-to consumer and Amazon customer inquiries across email, chat, and phone. Manage daily support queue, ensuring timely, accurate, and professional responses. Maintain highest level of product knowledge and pricing to answer all customer inquiries or redirect the sale. Resolve customer issues related to orders, shipping, returns, exchanges, sizing, and product questions. Ensure Orders placed on DTC & Amazon are processed, fulfilled and delivered on a timely base or according to customer needs. Maintain a high standard of communication that reflects BlackStrap's brand voice: clear, helpful, and human. Proactively identify and resolve customer friction points to improve overall experience. Track, categorize, and report on common customer issues to inform improvements across product, site, warranty and operations. Identify opportunities to convert support interactions into retained or repeat customers (exchanges, store credit, product recommendations).
Success Measures:
Customer Satisfaction (CSAT): Build customer loyalty, strengthen brand reputation, and increase repeat purchase likelihood by achieving a customer satisfaction rating of 90%+.
First Response Time:
Maintain a response time of
