Wild Rye Events & Customer Experience Coordinator Ketchum, ID · Full time

Apply for Events & Customer Experience Coordinator

Wild Rye is on a mission and would love for you to join us as we work together....

TO CREATE A WELCOMING AND INCLUSIVE ACCESS POINT TO THE OUTDOORS:
Wild Rye serves women-identifying outdoor-lovers—from beginners to pros to après enthusiasts—regardless of age, background, size or skill level.

TO BUILD CONFIDENCE AND COMMUNITY:
We find that when women are comfortable and feel good in their own skin (and gear) it translates to confidence and thus participation in all aspects of life. Whether you’re at the front of the pack or taking the scenic route, we work to inspire connection and support however you enjoy the outdoors.

TO PROTECT THE PLACES WE PLAY:
We live and play in environmentally-sensitive regions—from the Sawtooths to the Sierras. But that isn't the only reason we're fiercely committed to a sustainable supply chain. Read more here.

TO CELEBRATE FRESH AIR AND FUN:
We believe there is no “right way” to get after it on a mountain bike or on the snow, and however you spend time outside should be celebrated—whether you're in it for the snack breaks, laughs and good times with friends or to set personal bests, we're all for it.

TO EMPOWER WOMEN-IDENTIFYING INDIVIDUALS FROM THE BACKCOUNTRY TO THE BOARDROOM:
In business, in life, in the outdoors, we're here to empower women. We're dedicated to our partnership with SheJumps to empower women to get outside and our launch of Women-Led Wednesday aims to support women in business.

The ideal candidate is an ambitious, organized, energetic, empathetic and outgoing person with a passion for going above and beyond to provide a world-class customer experience. The right candidate should be someone who is detail-oriented, self-motivated and willing and excited to learn all aspects of a growing outdoor brand during a high-growth period. As a part of the Wild Rye team, you will be expected to wear many hats. That said, we’re specifically seeking a customer service-minded individual with incredibly strong communication skills to oversee customer service, events and activations.  This is a great opportunity to get your foot in the door, learn and grow with a high-growth, women-led outdoor brand.

Passion for the Wild Rye lifestyle and for elevating women in the outdoors & in business is a must. Wild Rye deeply values diversity and inclusivity, we strongly encourage traditionally under-represented folx to apply.  

Essential Responsibilities: Events (50% of position):

• Support logistics and planning for Wild Rye local and out of state events. 
• Inventory planning and management for events. 
• Work with eComm manager for sales strategy and discounting plan for events. 
• Ensure POS systems are working properly prior to the event.
• Attend Wild Rye consumer events with other team members, providing excellent customer service onsite at various locations.
• Build out and maintain relationships with a network of onsite event support / contractors.
• Must be willing to travel (high travel periods April through September).

Essential Responsibilities: Customer Experience (40% of position):

• Responsible for responding to all incoming customer questions, concerns, exchanges/returns, product warranty, and feedback via CX system in a timely, professional, brand-centric manner.
• Maintain 4.8 stars (out of 5) customer satisfaction rating (or higher!).
• Become well versed in Shopify, Brightpearl and other back-end systems.
• Be willing and available to work weekends, peak business times and holidays as required to meet the demands of this role.
• Managing office inventory & fulfillment.
• Conducting quarterly inventory cycle counts. 
• Interface with warehouse and internal systems to ensure orders can be completed on time and accurately escalate any issues to the Ops team.
• Track trends in customer inquiries, product reviews, etc. and forward to necessary departments.
• Support with minor web edits and building PDPs as directed by eComm manager.
• Maintain Wild Rye’s re-commerce platform, Treet, ensuring it has accurate product imagery and information, maintaining an assortment of brand direct items and  processing orders.

Essential Responsibilities: Office/Admin Coordinator (10% of position):

• Complete administration tasks such as daily post office runs, FedEx/UPS, bank.
• Coordinate any repairs and maintenance needed for the office.
• Manage office supplies and ensure they are stocked at all times. 
• Support CEO with administrative needs (shipping, local errands etc).
• Additional special projects as they arise across departments.

Qualifications:

• 1+ years experience in customer-facing or customer service role
• Gorgias, Zendesk and/or Shopify experience is a plus
• Understanding and adoption of “Brand Voice”
• Desire to master Wild Rye product features, sizing and best use cases
• Excellent written and verbal communication skills and attention to detail
• A self-starter and problem solver with exceptional execution and follow through
• Ability to balance volume and quality while exceeding customer expectations and performance targets
• Ability to think ahead to anticipate office and administrative needs
• Able to travel out of state overnight, work evenings and weekends for events
• Seasonal spikes in workload will require longer hours during events and over holidays to manage business demands.
• Clean driving record.
• Must be able to be on feet for long-periods of time and lift more than 50 lbs.