Customer Experience Coordinator

About the RoleThe 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 SupportReview and interpret Routing/Vendor Guides to onboard new customersEnsure accuracy of customer setup, including freight terms, routing, and VAS requirementsApply routing and VAS updates as needed and submit requests for customer master changesCommunicate customer requirements to Sales, Master Data, and DCs ahead of order flowMonitor initial orders to ensure process adherence and a successful first shipment experienceServe as a subject matter expert for customer compliance and program operationsVAS Management & CommunicationIdentify required Value-Added Services (VAS) and initiate setup requestsManage VAS updates, inquiries, and ongoing requirementsCommunicate and train DCs on VAS expectations and acceptable execution standardsProvide regular VAS updates and guidance to support executionIssue Resolution & Operational SupportCoordinate with customers, Sales, and DCs to resolve shipping, EDI, and order issuesOwn and manage escalation processes to ensure timely engagement of appropriate stakeholdersInvestigate 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 requirementsPartner cross-functionally to drive timely resolution of issuesCustomer Complaints & Chargeback ManagementDocument, validate, and investigate customer complaints and compliance chargebacks with appropriate stakeholdersResolve legitimate issues or dispute invalid chargebacks with supporting documentationIdentify root causes and implement corrective actions to prevent recurrenceTrack and analyze chargebacks by customer, DC, type, and financial impactProvide regular feedback and reporting to cross-functional stakeholders, that include findings, trends, and recommended process improvementsReporting & Continuous ImprovementCompile, analyze, and report on customer trends, performance metrics, and issuesShare insights and recommendations with stakeholders and leadershipDrive process improvements using data and cross-functional collaborationSupport ongoing improvement of workflows, including complaint and issue resolution processesAdditional ResponsibilitiesDeliver a high standard of customer service through accurate data, responsive communication, and proactive problem-solvingPerform other duties as assignedAbout YouDistribution Operations KnowledgeCustomer Interface & RelationsSales ExperienceSystems: SAP, Jira, Confluence; Microsoft Excel (Intermediate), OutlookCollege degree or equivalent experience EDI knowledgeAbout AriatAriat 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 .Please see our Employment Candidate Privacy /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.