Online Marketplace Customer Experience Representative

At YETI, you will have the opportunity to create something extraordinary. You will make a real impact
because you are the type of person who thrives on cutting a sustainable path.
 
Customer Service Specialists are the pros that end users of our products can rely on to answer all things
YETI. The YETI Customer Service team offers consumers a custom-tailored experience via telephone,
email, and live chat. Specialists answer the questions about which YETI works best for specific
adventures and how to appropriately accessorize a YETI, along with recommendations regarding what
gear works best for the ultimate YETI fan.  
 
As the Customer Service Representative for Online Marketplaces, will have responsibility for delivering excellent customer experiences that represent the YETI brand for customers engaging us through Amazon and other online marketplaces.
 
The position will be a part of the YETI Coolers organization with a direct reporting relationship to Optivations
(a third-party with specialized expertise building and managing online marketplace business for successful consumer brands).  The position will report directly into the Online Marketplace Channel Manager with a dotted-line relationship into the head of YETI’s Customer Experience Group.
 
A look at your day to day
 
  • Create Raving Fans from consumer direct “touches”
  • Consistently deliver high customer satisfaction
  • Deliver an exceptional experience every time to every YETI consumer
  • Product Knowledge - All Outfitters must demonstrate a comprehensive understanding of all YETI products from current cooler offerings to accessory applications and gear packages
  • Download all drop ship orders from Amazon (3x-4x per week day and 1x on weekend days, back-up support provided through Optivations team)
  • Complete address verification and update / standardize ship-to information
  • Upload orders into SAP and validate order confirmation
  • Address any inventory availability issues (secure inventory where possible and cancel orders where necessary)
  • Address all customer inquiries from Amazon within 10 hours, including nights, weekends, and holidays (back-up support provided through Optivations team)
  • Address all Amazon inquiries (e.g., Andon cord issues) within 10 hours by working closely with the Optivations team
Now for a little bit about you....
  • Minimum of 3 years of Customer Service experience
  • Prior experience in a call center environment is a plus
  • Retail experience would be preferred
  • College degree preferred. High school diploma required.
  • Basic understanding of accounting principles
  • Well organized, self-motivated, and highly accountable individual
  • Comfortable with online systems and tools (able to navigate and learn new tools quickly)
  • Proficient in Excel (vlookup and pivot tables) and Word
  • Comfortable with a lead role in a fast paced, dynamic operating environment with multiple stakeholders that span organizations and functional departments

Meet Some of YETI's Employees

Justin H.

Director of Project Engineering

Justin leads a team of project engineers to act as the key interface between the core Product Development Teams, enabling collaboration and overseeing projects from start to timely completion.

Larissa V.

Inside Account Manager

Larissa uses her extensive customer service experience to help YETI’s wholesale dealers, finding solutions to problems and working to build meaningful, lasting relationships with YETI’s partners.


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