Customer Experience Associate, eCommerce

Job Description

Job Description

Position Overview

The Customer Experience Associate, E-Commerce, will oversee the Greyson channels of community engagement and work alongside our Digital CX team and in tandem with cross-functional partners to provide personalized and professional consumer experiences. This role is predominately remote but may require some occasional travel to our Detroit, MI corporate office.

***Candidates in the Detroit Metro Area will be considered first***

Duties & Responsibilities

• Provide timely responses and communication through the CS Ticketing platform, Gorgias, with an understanding of the most effective communication style for each channel (phone, email, chat, social).
• Oversee the flow of the ticketing platform and operational KPIs.
• Provide detailed insights on platform metrics to identify opportunities to improve customer experience, reducing the amount of friction on the path to purchase.
• Work cross-functionally to personalize strategies that reinforce customer satisfaction.
• Develop and implement CX strategies that reinforce customer retention.
• Develop and implement CX strategies that elevate the Greyson brand and offer a clear path to purchase
• Process returns, exchanges, and refunds.
• Help to oversee upsell strategies and increase customer purchase confidence.
• Partner with DTC & Cross-functional teams to support product launches, ensuring the standard of product knowledge is available for the CX team.
• Support process improvement and work cross-functionally to implement and/or improve processes and procedures.
• Ensure proper documentation and SOPs are readily available.
• Provide a best-in-class customer experience.

Experience & Skills Requirements

• 1+ years of Customer Service experience preferred
• Experience in Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, and Google Suite/ Analytics is a plus.
• Personal shopping, digital styling, and concierge experience is a plus.

Benefits

Greyson is proud to offer employees a comprehensive benefits package that includes:

• Unlimited Paid Time Off Policy (Full-Time)
• Paid Sick Leave
• 13 annual paid company holidays
• Competitive employee discount
• Paid Family Leave Program (maternity and bonding)
• Company paid long-term and short-term disability insurance
• Comprehensive Medical Coverage (medical, dental, vision) with company HSA contribution
• Tax Advantage Accounts (FSA, HSA, FSA Dependent Care, 401k (match targeted for 2025), 401k Roth

Company Background and the Path Ahead

Greyson is a pioneer of innovative products and design, a lifestyle brand with emotional connections to our consumer through authenticity and dedication of service. From the beginning, the brand has valued high design and high technical performance to better meet the needs of the existing and emerging golf consumer while also gaining inspiration from those around us, supporting the environment, and standing for unity and diversity. We plan for purposeful commUNITY connections via our Brand Ambassadors such as the Morgan Hoffman Foundation and through our community outreach activities. Greyson has since expanded beyond golf apparel into multiple complementary lifestyle categories and is quickly building credibility beyond golf wear. While “green grass” has been the launch pad for the brand, Greyson has developed into an omnichannel brand through wholesale, ecommerce, and retail stores. The Greyson brand is experiencing a special moment in its trajectory.