Customer Service Coordinator; CSC

Position: Customer Service Coordinator (CSC)

ABOUT

Thank you for your interest in this opportunity at SCARPA North America! We are one of the premier outdoor footwear and ski companies in the world, specializing in high performance footwear for most outdoor pursuits… such as backcountry skiing, mountaineering, climbing, backpacking, hiking, and trail running. If a casual and flexible work environment, working alongside motivated colleagues that share a passion for the outdoors sounds good, then SCARPA could be the right place for you!

Our goal at SCARPA North America is to hire those who will thrive in this career opportunity, making this a win/win situation for all of us. We want this job to become your dream job, and we are working hard to find the right match.

Job Title:

Customer Service Coordinator (CSC) Department:
Sales Department

Job Location:

Boulder, CO

Reports To:

Direct Sales Manager (DSM) Supervises:
Customer Service Representatives Status:
Full-time, Non-exempt

SCARPA North America supports an inclusive culture based on respect, equity, and diversity. Through open communication, collaboration, mentoring, and the freedom to think creatively, we strive to create a work environment where our colleagues can grow, contribute, participate and be themselves while working together as a team to reach the full potential of individuals and the company.

GENERAL PURPOSE OF JOB

The SCARPA N.A. (SNA) Customer Service Coordinator (CSC) is responsible for coordinating and supervising the Direct-to-Consumer (DTC) customer service team, ensuring efficient process workflows, exceptional consumer experience, and consistent quality assurance. Core responsibilities include, but are not limited to, B2C sales order processing, coordinating pro group purchasing, and working closely with the Direct Sales Manager (DSM) to ensure timely, accurate, and solution-oriented support across all channels while driving process improvements, managing complex cases, and supporting cross-functional workflows that impact all DTC customers.

ESSENTIAL

DUTIES and RESPONSIBILITIES

• Proficiency in Customer Service (CS) tasks and duties, workflows, operating procedures, scheduling, order entry, data management, and customer communications.
• Supervise CS team; providing training and support, workflow guidance, and coverage management to ensure timely and accurate order processing and customer communications. Assist in developing and monitoring CS goals and KPI’s.
• Serve as the first point of escalation for complex consumer issues, shipping challenges, product-specific questions, and special handling requests.
• Create, improve, and maintain customer service templates, macros, workflows, operating procedures, and knowledge-based content to ensure clarity, brand alignment, and consistency.
• Exceptional written and verbal communication skills, with the ability to create clear, concise, brand-aligned messaging.
• Monitor team productivity and audit CS communications to maintain high standards of writing quality, accuracy, proactive problem solving, and tone.
• Enter and manage all B2C pro group orders including, process flow, payment terms, special handling requests, and coordination with fulfilment and logistics teams. Work with the DSM to generate group order leads.
• Assist DSM in managing 3rd party sales platforms and order flows (Expert Voice, OPL, etc.)
• Monitor integrations and data flows between Shopify, Net Suite, Gorgias, Loop, and other platforms; help troubleshoot discrepancies or errors.
• Use and create basic reports from platforms, including Net Suite and Shopify.
• Update and maintain sales order forms and sales assets for B2C business.
• Ability to present and sell SCARPA products and programs to SNA customers.
• High level of proficiency with office computers and operating systems (Microsoft Excel, Word, Shopify, Net Suite etc.).

OTHER DUTIES AND RESPONSIBILITIES (following duties are required on all positions)

• Maintaining knowledge of SNA’s ERP, electronic communication, and data systems.
• Maintain consumer support and technical product knowledge.
• Uphold SNA’s core values, mission, and business goals.
• Follow all SNA policies and guidelines as noted in the Employee Handbook.

CUSTOMERS

Internal: SNA Sales…