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Customer Service and D2C Specialist

2 months ago

Bainbridge Island, United States Ignik Outdoors Inc Full time
Job DescriptionJob DescriptionDescription:


We’re hiring

Ignik Outdoors is looking for a Customer Service and D2C Specialist to provide stellar support to our consumers. This position will work closely with teammates across departments and contribute to the ongoing improvements of our business processes. The ideal candidate will be fluent in both high-touch customer service and direct-to-consumer sales.


We are Ignik Outdoors

Ignik is a young, rapidly growing company that makes environmentally thoughtful heating products to help people get outside sooner and stay outside longer. Our culture, our product expertise, and our secret sauce come from our people and from our connection to the outdoors. We strive to work with integrity and good judgment, and we are not afraid to fail. We are committed to making a difference through our products, our work, and our partnerships.


Company Snapshot:

  • What we do: We make high-quality, environmentally thoughtful heating products for the outdoors. We sell to small chains like REI, online, and to specialty outdoor retailers across the country.
  • Founded: 2018
  • Homebase: Bainbridge Island, Washington
  • Team: 12 energetic, outdoorsy individuals

Position Snapshot:

  • Reports to: Customer Experience Specialist
  • Works closely with: Sales Operations and Marketing teams.
  • Time commitment: full time, M-F, hours flexible
  • FLSA Status: Hourly/Non-Exempt
  • Location: flexible, ability to commute to Bainbridge Island 2-3x per week
  • Start date: 8/1/2024
  • Compensation: $22-25 per hour. Salary negotiable DOE
  • Perks: Medical benefits, 401k, flexible work environment, autonomy and flexible PTO, industry discounts on gear, opportunities to participate in industry events.
  • Some travel/overnights for company events will be required (1-2 times per year).
Requirements:

Primary Responsibilities

  • Answer questions daily over email, chat, and phone to support and guide our consumers on their Ignik product journey. Our consumers are our most valuable assets
  • Coordinate with the warehouse daily on direct-to-consumer order fulfillment.
  • Process returns and exchanges and ensure accurate and timely delivery of products.
  • Generate and present regular reports on customer interactions, product issues, etc.
  • Ensure all aspects of Shopify online store are running smoothly. This includes:
  • Create and monitor product pages.
  • Maintain accurate inventory.
  • Understand the ins and outs of all current plugins.
  • Research and implement Shopify apps and improvements as needed.
  • Report on analytics (QR code use spikes, etc.).
  • Support marketing/brand team with consumer facing projects.
  • Accurately manage sample and warranty inventory.
  • Consistently update and improve customer facing product information (FAQs, etc.).
  • Support Marketing team with website design/HTML, email campaigns, SEO, etc.

Required Qualifications

  • High school diploma/GED or equivalent.
  • 1-2 years customer service experience.
  • Warm, professional personality with excellent communication skills, both written and verbal.
  • Love for the outdoors.

Our Ideal Candidate

  • Has demonstrated experience fostering customer loyalty.
  • Is comfortable around outdoor/camping products and gear.
  • Has Shopify or other D2C website experience.
  • Has a high level of organization and the ability to effectively manage multiple projects and priorities.
  • Has experience managing data between business systems.
  • Is a flexible team player who will look around for ways to help.
  • Understands technology and can navigate basic cloud-based software (customer service, communication, etc.)
  • Is not afraid to fail.
  • Follows through and follows up.

Physical Demands

  • Must be able to sit or stand for extended periods.
  • Must be able to bend and reach overhead.
  • Must be able to regularly lift and carry up to 50lbs.

To apply, please click "apply" and include a resume and cover letter outlining the work and personal experiences that make you a great fit for this role.


Ignik is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

NOTE: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position, and is subject to change at our discretion at any time.