** This is a hybrid position that requires working from our Portland, OR area HQ at least 3 days a week.

ABOUT THE POSITION  

Are you passionate about spending time outdoors and empowering others to do so? The Columbia eCommerce team plays a crucial role in improving the consumer experience on our Columbia sites and digital platforms in the US and Canada. From merchandising and marketing to CX/UX and creative, the consumer is at the heart of everything we do. If celebrating the outdoors is your mission, consider joining us today. 

The eCommerce Product Support Specialist I supports the overall eCommerce product discovery and sell-though objectives for the Columbia websites in the US and Canada. This person drives revenue and helps optimize product conversion. This role will assist by responding to product reviews and the Question & Answer feature on our product detail pages as well as helping coordinate PDP A+ content & copy expansion. 

HOW  YOU’LL  MAKE A DIFFERENCE  

• Proactively enhance product data enrichment by collaborating with Product teams to identify and address gaps, ensuring that product details are accurate, consumer-friendly, and aligned with brand standards for communication. Develop and maintain an efficient process to seamlessly integrate product information into the appropriate systems 

• Support team members in Customer Care to ensure consistent brand voice/presence and accuracy of responses as well as providing them with the right product information by creating relevant & consolidated documentation 

• Answer questions and concerns from consumers on digital platforms daily as well as guide consumers to the products that best meet their needs 

• Manage our Ratings & Review feature on our site as well as supporting Integrated Marketplace initiatives by creating an efficient process to syndicate review response on wholesale sites 

• Help optimize review processes and act as liaison to our 3rd party vendor, as well as support documentation and processes to improve users’ experiences and help scale our operations 

YOU ARE  

• Technically savvy with the ability to navigate multiple complex systems simultaneously to address user inquiries 

• A relentless problem-solver dedicated to creating a positive consumer experience while delivering on business objectives 

• Great at having an eye for detail with a strong sense of urgency 

• Have a strong sense of how to scale great user support experiences and can design and continuously improve operational processes 

• Adaptable in a fast-paced, deadline-oriented environment with ability to manage multiple, competing priorities 

YOU HAVE  

• 2+ years’ experience in eCommerce project coordination or data processing with Site Merchandising, Product Marketing, or Product Lifecycle Management 

• Experience with Salesforce or other commerce platform 

• Working knowledge of a Product Information Management (PIM) solution strongly preferred 

• Strong experience with collaborating with multiple stakeholders with competing priorities 

• Knowledge of French and Spanish Languages is a plus