Customer Experience Coordinator

Customer Experience CoordinatorAbout the RoleThe Customer Experience Coordinator 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.You'll Make a Difference ByCustomer Onboarding & Program SupportReviewing and interpret Routing/Vendor Guides to onboard new customersEnsuring accuracy of customer setup, including freight terms, routing, and VAS requirementsApplying routing and VAS updates as needed and submit requests for customer master changesCommunicating customer requirements to Sales, Master Data, and DCs ahead of order flowMonitoring initial orders to ensure process adherence and a successful first shipment experienceServing as a subject matter expert for customer compliance and program operationsVAS Management & CommunicationIdentifying required Value-Added Services (VAS) and initiate setup requestsManaging VAS updates, inquiries, and ongoing requirementsCommunicating and train DCs on VAS expectations and acceptable execution standardsProviding regular VAS updates and guidance to support execution Issue Resolution & Operational SupportCoordinating with customers, Sales, and DCs to resolve shipping, EDI, and order issuesOwning and manage escalation processes to ensure timely engagement of appropriate stakeholdersInvestigating and remove operational roadblocks (e.g., TMS troubleshooting, EDI issues, carrier setup, account configuration, labeling issues)Supporting DC readiness and execution to ensure smooth operations and adherence to requirementsPartnering cross-functionally to drive timely resolution of issues Customer Complaints & Chargeback ManagementDocumenting, validate, and investigate customer complaints and compliance chargebacks with appropriate stakeholdersResolving legitimate issues or dispute invalid chargebacks with supporting documentationIdentifying root causes and implement corrective actions to prevent recurrenceTracking and analyze chargebacks by customer, DC, type, and financial impactProviding regular feedback and reporting to cross-functional stakeholders, that include findings, trends, and recommended process improvements Reporting & Continuous ImprovementCompiling, analyze, and report on customer trends, performance metrics, and issuesSharing insights and recommendations with stakeholders and leadershipDriving process improvements using data and cross-functional collaborationSupporting ongoing improvement of workflows, including complaint and issue resolution processes Additional ResponsibilitiesDelivering a high standard of customer service through accurate data, responsive communication, and proactive problem-solvingPerforming other duties as assignedAssisting with other responsibilities based on business needs. About YouDistribution Operations KnowledgeCustomer Interface & RelationsSales ExperienceSystems: SAP, Jira, Confluence; Microsoft Excel (Intermediate), OutlookCollege degree or equivalent experienceEDI knowledge About 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 hourly range for this position is $20.00 - $25.00 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.Ariat's holistic benefits package for full-time team members includes (but is not limited to):Medical, dental, vision, and life insurance optionsExpanded wellness and mental health benefitsPaid time off (PTO), paid holidays, and paid volunteer days401(k) with company matchBonus incentive plansTeam member discount on Ariat merchandiseNote: Availability of benefits may be subject to location & employment type and may have certain eligibility requirements. Ariat reserves the right to alter these benefits in whole or in part at any time without advance notice.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 accommodations to candidates with disabilities. If you need an accommodation during the application process, email human.resources@ariat.com.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.