B2B & DTC Customer Experience (CX) Coordinator

The Company

Full Stack Supply Co (FSSC) is a multi-brand group building a new era of outdoor sporting equipment brands that put people and the planet first.

Independent brands Faction Skis, United Shapes, and phaenom footwear share a commitment to catalyze the outdoor industry through award-winning product design and forward-thinking omnichannel distribution brought to life by expert teams in Europe, North America, and Asia sharing decades of experience. The group engages a global fanbase through in-house film productions and partners with other impact-driven organizations such as 1% for the Planet and Protect Our Winters.

The group is committed to incorporating sustainable practices across the business, inspiring activism and driving positive environmental and social change, using each independent brand as a platform to catalyze a more inclusive, equitable, and regenerative future for all.

The Role

Based in Denver,CO, USA - Hybrid | Full time (100%) | Asap

We’re looking for a customer-oriented, data-driven and hands-on person to join our young and vibrant Operations Team, with a focus on customer service, logistics and process-improvement.

B2B Customer Experience:

• Be the point of contact for our North American Retail Partners, answering requests and anticipating their needs, in a smooth and professional communication
• Follow-up on orders, deliveries, back-orders, invoices, to make sure RPs are always aware of their situation with FSSC and exceed their expectations
• Manage the After Sale service and guarantee the customer’s satisfaction and retention. Your knowledge of the products and the customers will highly contribute to the success of the sales team on your territory you support
• Be in contact daily with our 3PL to ensure orders are shipped on time, Identify and report roadblocks, then implement solutions
• Support the local reps and follow up with the Retail Partners to maximize sales and resolve issues. Make sure your accounts’ orders are correctly entered into the system, inform our partners of any changes to our production and delivery schedule
• Using our CRM systems (Odoo, Salesforce, Elastic), ensure your accounts’ contact details and sales terms are kept up to date, onboard new accounts, and ensure our network of retail partners have access to all the relevant Sales Tools
• Manage any oversells with RPs and sales reps in the territory
• Resolve any issues with regards to order placement, delivery, warranties or returns
• Ensure all communications to your RPs is of the highest standard, using the appropriate communication tools.
• Gather and record information in relation to sell through from our RPs and share with Reps
• Maximize sales opportunities by providing RPs with proactive recommendations and guidance
• Help Sales Reps with ad hoc requests
  

DTC Customer Experience

• Respond to customer inquiries via email, website, and live chat with brand-aligned tone and product knowledge
• Process DTC sales and manage returns, order modifications, and warranties
• Use the ticketing platform (Gorgias) effectively, applying macros and automation to ensure efficient handling of tickets
• Document and share customer feedback with FS manager and eComm to support site and Help Centre improvements
• Support Pro program growth by processing applications and executing communication and outreach campaigns

1. Customer focused: Keep the customer in mind in all that we do and act as an internal advocate for our B2B Partners, always striving to deliver an exceptional experience
2. Strong communicator: Externally: Ensuring that all our B2B/DTC customer interactions are of a high and professional standard. Internally: Collaborate cross functionally, clearly articulating challenges and details, proactively ensuring that the wider team is informed about B2B and DTC matters.
3. Continuous improvement mindset: Striving for continuous improvement/optimization of customer logistics topics (processes, tools, concepts)
4. Logical thinking: Logical mindset with ability to develop strong excel skills to streamline logistics processes
5. Attention to detail: Ability to spot errors / identify trends or anomalies when updating various documents, CX Processes, or making sure orders are correct in the systems as well as initiatives to flag and resolve issues that may arise.
6. Efficiency: Ability to prioritise and manage own time effectively – Able to balance the delivery of tasks and projects and stay on track whilst also dealing with ad hoc logistic matters/ CX matters  which arise
7. Technology native: Experienced with SaaS tools and energized about finding ways to improve both quality and efficiency with modern techologoy, not limited to but including AI
8. Environmentally conscious: Identify areas where CO2 emissions can be minimised to reduce environmental impact

• Be part of an energized and dynamic team in a fast-paced international environment
• Work with brands that have strong identities and values that resonate with both fans and team members
• Health Insurances Contributions
• 401k Pension Plan Contributions
• Season Pass for a ski resort
• Employee discount on all FSSC Products