Customer Experience Representative

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 Cloud, 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.

Required Skills

• 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), Event Tickets and Employee Discounts.