Omni Channel Customer Support Specialist

At Boot Barn, we believe in the power of community. We're committed to fostering togetherness, collaboration, and a sense of belonging among our team members. We uplift each other, listen with intent, and embrace innovative ideas. As we work towards making a positive difference in the world, we value each Partner in our Boot Barn family and celebrate the unique contributions they bring.

Our mission is to share the essence of the American spirit, one handshake at a time.

The Omni Channel Customer Support Specialist plays a crucial role in managing daily transactions related to omni channel orders, including buy online pick up in store, buy online ship to store, and other initiatives. This role involves ensuring seamless communication with our stores, customer service, and website developers to enhance order fulfillment and provide necessary training.

Work Schedule:

• Sunday: 8am - 4:30pm (remote)
• Monday: 10am - 6:30pm
• Off: Tuesday and Wednesday
• Thursday: 10am - 6:30pm
• Friday: 12:30pm - 9pm
• Saturday: 11:30am - 8pm (remote)

Key Responsibilities:

• Collaborate with Store Operations to ensure compliance with omni channel processes and procedures at Boot Barn locations.
• Engage daily with stores and District Managers to promptly resolve discrepancies in online orders.
• Troubleshoot overdue orders to meet our customer service standards and keep customers informed of order statuses.
• Investigate canceled orders and partner with stores to address order fulfillment issues.
• Serve as a primary contact for store teams, addressing inquiries about omni channel processes.
• Analyze complex business challenges to identify user requirements and suitable solutions.
• Create documentation such as user cases, process flow diagrams, and functional specifications.
• Work closely with the development team throughout implementation phases.
• Document issues and contribute to their resolution.
• Exhibit professionalism in communication, appearance, and teamwork with customers, peers, and management.
• Comply with all relevant laws and company policies.
• Perform additional tasks as assigned by management.