Customer Experience Coordinator

About the Role

The Customer Experience Specialist serves as a key liaison between customers, Sales, and Distribution/Operations teams, managing multiple workstreams related to customer compliance and programs. This role drives process improvements through cross-functional collaboration, trend identification, and issue escalation when needed. The ideal candidate is detail-oriented, ensuring the accuracy of documentation and data, while maintaining a strong customer focus. They are adaptable, organized, and skilled in problem-solving, prioritization, and multitasking. Participation in departmental meetings and training is expected.

Customer Onboarding & Program Support

• Review and interpret Routing/Vendor Guides to onboard new customers
• Ensure accuracy of customer setup, including freight terms, routing, and VAS requirements
• Apply routing and VAS updates as needed and submit requests for customer master changes
• Communicate customer requirements to Sales, Master Data, and DCs ahead of order flow
• Monitor initial orders to ensure process adherence and a successful first shipment experience
• Serve as a subject matter expert for customer compliance and program operations

VAS Management & Communication

• Identify required Value-Added Services (VAS) and initiate setup requests
• Manage VAS updates, inquiries, and ongoing requirements
• Communicate and train DCs on VAS expectations and acceptable execution standards
• Provide regular VAS updates and guidance to support execution

Issue Resolution & Operational Support

• Coordinate with customers, Sales, and DCs to resolve shipping, EDI, and order issues
• Own and manage escalation processes to ensure timely engagement of appropriate stakeholders
• Investigate and remove operational roadblocks (e.g., TMS troubleshooting, EDI issues, carrier setup, account configuration, labeling issues)
• Support DC readiness and execution to ensure smooth operations and adherence to requirements
• Partner cross-functionally to drive timely resolution of issues

Customer Complaints & Chargeback Management

• Document, validate, and investigate customer complaints and compliance chargebacks with appropriate stakeholders
• Resolve legitimate issues or dispute invalid chargebacks with supporting documentation
• Identify root causes and implement corrective actions to prevent recurrence
• Track and analyze chargebacks by customer, DC, type, and financial impact
• Provide regular feedback and reporting to cross-functional stakeholders, that include findings, trends, and recommended process improvements

Reporting & Continuous Improvement

• Compile, analyze, and report on customer trends, performance metrics, and issues
• Share insights and recommendations with stakeholders and leadership
• Drive process improvements using data and cross-functional collaboration
• Support ongoing improvement of workflows, including complaint and issue resolution processes

Additional Responsibilities

• Deliver a high standard of customer service through accurate data, responsive communication, and proactive problem-solving
• Perform other duties as assigned

About You

• Distribution Operations Knowledge
• Customer Interface & Relations
• Sales Experience
• Systems: SAP, Jira, Confluence; Microsoft Excel (Intermediate), Outlook
• College degree or equivalent experience
• EDI knowledge

About Ariat

Ariat is an innovative, outdoor global brand with roots in equestrian performance. We develop high-quality footwear and apparel for people who ride, work, and play outdoors, and care about performance, quality, comfort, and style.

The salary range for this position is $20 – $25 per hour.

The salary is determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data for geographic locations. Ariat in good faith believes that this posted compensation range is accurate for this role at this location at the time of this posting. This range may be modified in the future.

This contract position may be eligible for select benefits through the payrolling agency. Benefits may include medical, dental, and vision insurance options and 401k.

Ariat will consider qualified applicants, including those with criminal histories, in a manner consistent with state and local laws. Ariat is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis protected under federal, state, or local law. Ariat is committed to providing reasonable accommodation to candidates with disabilities. If you need an accommodation during the application process, email [email protected].

Please see our Employment Candidate Privacy Policy at www.ariat.com/careers to learn more about how we collect, use, retain and disclose Personal Information.

Please note that Ariat does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Agreement, Ariat will not consider or agree to payment of any referral compensation or recruiter/agency placement fee. In the event a recruiter or agency submits a resume or candidate without a previously signed Agreement, Ariat explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted directly to hiring managers, are deemed to be the property of Ariat.