Customer Experience Representative

At DRI DUCK, great gear starts with great service. We’re looking for a highly motivated, critical-thinking Customer Experience Representative with a strong emphasis on B2B operations. This role is ideal for someone who takes ownership, thinks proactively, and thrives in a fast-paced e-commerce environment. While this position will primarily support our B2B customers, it will also provide coverage for the D2C as needed. The role requires an understanding of e-commerce operations, customer service best practices, and digital tools including SAP, Wrike, Shopify, and Gorgias, along with the ability to navigate complex order scenarios and deliver a seamless end-to-end customer experience across all channels. Key Responsibilities B2B Customer Experience & Order Management Serve as a contact for B2B customers, including corporate partners, distributors, and sales teams. Support B2B customer onboarding through Salesforce and Commerce Cloud, ensuring accurate setup and a smooth transition to ordering. Process and manage B2B orders in SAP, Commerce Cloude and Shopify, including stock orders, promotional orders, containment buys, and large bookings. Monitor inventory availability and work cross-functionally with Sales, Fulfillment, and Operations to ensure accurate allocations and on-time delivery. Ensure all B2B orders and workflows align with internal Playbooks, Vendor Manuals, and pricing rules. Proactively identify and resolve complex order issues, demonstrating strong critical-thinking skills and ownership from start to resolution D2C Customer Experience & Order Management Provide front-line customer support through the help center across email, chat, phone, reviews, and social channels, ensuring timely, accurate, and on-brand responses. Support D2C customers with order status inquiries, product questions, website navigation, and returns or exchanges, delivering clear and solution-oriented service. Assist with return and refund requests and monitor backend processing to ensure timely and accurate resolution in line with established service level agreements (SLAs). Utilize knowledge of website functionality to help customers place orders, manage accounts, and resolve checkout or account-related issues. Use help center tools, automation, tagging, and workflows to efficiently manage case volume while consistently meeting or exceeding SLAs and service standards Requirements Experience supporting D2C and/or B2B customers, preferably in an apparel, retail, or e-commerce environment. Familiarity with customer support and help center tools such as Gorgias, Zendesk, or Kustomer. Experience working with e-commerce platforms and order management systems, including Shopify or similar platforms. Working knowledge of ERP systems, Salesforce, Commerce Cloud, and project management tools, with the ability to quickly learn and adapt to new systems and technologies. Familiarity with return and exchange platforms such as Loop Returns or similar systems. Understanding retail operations, promotions, order fulfillment, and end-to-end customer journey touchpoints. Strong written and verbal communication skills with the ability to interact professionally, clearly, and empathetically with both customers and internal teams. Detail-oriented and highly organized, with strong critical thinking and problem‑solving skills. Ability to multitask and manage competing priorities in a fast‑paced environment. Bachelor’s degree preferred but not required. Qualifications Minimum 1 year in similar position (2 years preferred) We believe a complete benefit package is important and provides our employees with a level of comfort and security for themselves and their families. We offer a full range of benefits to our full‑time associates: Health, Dental, Vision, Life, STD / LTD, Long-Term Care, 401K with Employer Match, PTO (including Paid Holidays), and Employee Discounts. Equal Opportunity Employer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. #J-18808-Ljbffr