Ecommerce Customer Service & Logistics Coordinator

SYNC Performance

Ecommerce Customer Service & Logistics Coordinator

About SYNC:

SYNC is a young, high-energy, high-growth company aiming to shake up the ski racing world. Founded in 2014, and based in Vail, Colorado, we are an ambitious team of outdoor athletes and enthusiasts full of entrepreneurial spirit. Be ready to jump in, make decisions, and make a difference. Everyone operates with the independence and authority to take charge of their role and accomplishments as a key player on the SYNC team. It’s a work-hard, play-hard atmosphere where the espresso flows like water, and office hours adjust accordingly when the snow starts to fall.

About the Role:

At SYNC, everyone wears many hats. On any given day, you could find yourself working with non-profit partners, chipping in on social media content, helping write web and email copy, testing products, and providing feedback. But the key objectives and desired results for this role break down into two main categories. 

Logistics and operations management means you will be the main point of contact between our 3rd party logistics partners, and the operations team. That means working in our inventory management systems to keep orders going where they need to go, on time, and accurately. We work with common platforms, as well as some platforms that are unique to our warehouse and shipping providers. So the ability to understand and navigate different software systems is crucial. Optimization is key, nothing is ever set in stone at SYNC. If you see a better way to do something, we not only embrace change but emphasize looking at every activity through a critical and constructive lens. That said, we have a saying around the office, “ideas are easy, execution is everything”, so if you want to bring something to the table, you’d better be ready to show how we can get it done!

Customer service management means taking ownership of the SYNC customer experience. From email to Facebook messages, phone calls to in-person pop-ins, we have a goal to delight and amaze our customers every day. This might mean working with our marketing director to update web copy in response to return/exchange trends or running to the local FedEx office to drop off an overnight delivery.

A non-exhaustive list of things this person will do on a day-to-day basis:

Customer Service Management (40%):

• Be the first point of contact for customers via phone, email, and webchat to answer questions regarding but not limited to product, order status, discounts, inventory status, and return/warranty/repairs - responding promptly and clearly is crucial
• Offer alternate and creative solutions to resolve customers’ complaints or critiques
• Takes initiative to pitch and implement ways to streamline workflows

Logistics and Operations (30%):

• Pick, pack, and ship orders from the showroom
• Inventory transfers from 3PL partners or Avon Headquarters
• Stock monitoring and SKU management
• Looks for ways to improve processes and become more efficient

Showroom Management (20%):

• Greet and help customers find what they are looking for
• Help build processes so that each employee upholds a tidy showroom
• Stocking and merchandising of appropriate products and sizes for retail store
• Works creatively with the team to help merchandise showroom
• Keeps the office fully stocked with office supplies, packing materials, coffee, etc.

Event Management (10%):

• Manage event logistics
• Plan, organize and pack supplies for offsite events
• Coordinate staffing and schedule
• Occasional weekend commitments.
• Join the rest of the team at events including, but not limited to, Birds of Prey World Cup Downhill at Beaver Creek.

Education and Experience

• Bachelor’s degree required
• Microsoft Office and Google Business Suite proficiency required
• Knowledge and background in the ski racing world preferred
• Customer service experience desired

Core Competencies

• Must be able to analyze and solve problems independently
• Quick learner of new systems and able to create/implement processes on the fly - nothing we do comes with a “manual”
• Must communicate effectively and efficiently in person, via email, and on the phone
• Must be extremely attentive to detail and accuracy
• Must be able to multi-task in a fast-paced environment

What we offer:

A chance to join a growing, passionate, focused company on the ground level. It’s that rare “real job” based in the mountains. A fast-paced office environment, but relaxed (you can work in ski pants or slippers!). The chance to work with like-minded passionate individuals. Lifestyle stipend (ski pass! or gym membership). Employment on a full-time basis, with occasional weekend commitments. Salary range, $50,000-60,000.