Job Details

WHO WE ARE, WHY WE EXIST, & HOW WE OPERATEGoorin has been an American sportswear brand since 1895. We created our unique take on EveryDay Wear. We expertly created hats and caps designed to celebrate individuality that millions of customers around the world, outstanding in their fields, wear as part of their personal self-expression. Built to last, Goorins high/low brand and creative recipe mixes constant experimentation, fresh innovation, elevated quality touched by hand, and obsessive creativity-always starting with something ordinary and common, giving it something extra to make something unexpected and uncommon. We believe that everyone is mildly remarkable, that life is meant to be more fun, less serious for maximum pleasure. We push the limits with our version of EveryDay Wear to create more euphoria which can have massive appeal. When you see our castle, a mark of confidence, you know its a Goorin. WHAT YOU WILL BE DOING We are looking for a passionate and customer-obsessed Customer Engagement Specialist to join our growing team. This is a key role that blends customer service, operational support, and customer engagement to drive satisfaction, loyalty, and revenue. You will be responsible for directly engaging with customers through multiple channels, optimizing our customer experience tools, and supporting operational inquiries to ensure a seamless brand experience. Additionally, you will spearhead exciting projects like uniform programs, GovX, and college ambassador programs to expand our brand reach. The ideal candidate will have a deep passion for delivering exceptional customer experiences, while proactively seeking new ways to acquire and engage customers.WHAT YOU WILL BE RESPONSIBLE FOR Customer Engagement & Support: Serve as the primary point of contact for customer inquiries, providing timely, personalized responses via email and other communication channels to ensure a high level of customer satisfaction. Customer Experience: Optimize Customer Experience on dedicated platforms by improving self-service capabilities, regularly updating customer-facing data, and analyzing customer feedback and reviews for improvements. Operational and E-commerce support: Assist with processing and managing customer service tickets related to operational issues, including order editing and tracking, returns, and exchanges. Contribute to improving company policies regarding eCommerce operations and customer experience. Outreach: Send personalized email communications to customers, including follow-ups on inquiries, special offers, and loyalty program outreach. Ensure each interaction reflects the brand's values and enhances customer retention. Customer Insights & Performance Tracking: Gather customer feedback from various touchpoints to share with cross-functional teams, including marketing, product development, and operations helping to inform on customer needs and preferences. Analyze the effectiveness of customer experience initiatives and suggest areas for improvement.WHAT YOU WILL BE SUPPORTING Cross-Functional Collaboration: Work with the CRM, loyalty, and digital marketing teams to deliver a cohesive and delightful customer experience across all touchpoints. Revenue-Driving Programs: Assist in the development and execution of revenue-generating initiatives such as uniform programs, GovX partnerships, and college ambassador programs. Identify opportunities to grow these programs and expand our customer base. Loyalty Program: Support and help optimize our customer loyalty programs by identifying ways to enhance customer experiences and drive repeat business. Brand Advocacy Initiatives: Work closely with the marketing team to develop and execute ambassador programs, focusing on college students, influencers, and loyal customers. Build meaningful relationships with ambassadors to increase brand visibility and drive revenue. Support Marketing Campaigns: Collaborate with the marketing team to ensure customer experience initiatives align with larger marketing campaigns and goals, enhancing the overall brand journey.SKILLS & EXPERIENCE REQUIRED 1-2 years of experience in customer service, eCommerce support, or Marketing roles. Bachelor's degree in Marketing, Communications, Business, or a related field. Experience working with customer service platforms such as Gorgias, Shopify, and NetSuite (or similar tools). Familiarity with customer engagement platforms, CRM tools, and loyalty programs is a plus. Passion for customer service, with an ability to communicate empathetically and effectively with customers. Strong organizational skills with the ability to manage multiple projects and initiatives simultaneously.PAY Salary will be commensurate with experience and qualifications.The preceding job description has been designed to indicate the general nature and level of work performed within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to the job. Goorin Bros is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Goorin Bros will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Police Code, Article 49, and Administrative Code, Article 12.
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