Job: DTC Ecommerce Customer Service Specialist – Castelli

Job Title

DTC Ecommerce Customer Service Specialist

Company / Organization


Job Description

Position Description:
Castelli strives to provide world-class customer service to build strong, long-lasting relationships with our customers, and the DTC CSS is the front-facing contact for our US DTC customers. The DTC CSS will help customers with questions about their orders, help resolve any issues, facilitate returns and exchanges, and answer questions about our products and the Castelli brand. The DTC CSS position is an in-office position at our headquarters in Portland, OR.

Duties and Responsibilities:
• Manage customer inquiries via email, phone, and chat in a timely manner, with accurate information, and provide our customers a positive and enjoyable experience
• Import, allocate and print DTC orders
• Monitor and report potential cases of fraud
• Ensure proper sales tax codes applied to orders
• Process customer warranty requests and returns
o Send warranty replacements for qualifying inquiries
o Process returns as they come in
• Build and ship replacement orders
• Notify customers for any Out-of-Stock orders, due to double-ordering or inventory errors
• Manage Pro-Industry orders; facilitate Industry orders with other outdoors brands
• Collaborate and communicate with DTC team on weekly and monthly progress
• Collaborate with marketing team on seasonal promotions, understand timing and activations of marketing calendar, and be able to communicate details to customers
• Working with development team to monitor and identify any manufacturing issues
• Work with UPS and FedEx to redirect missing/fraudulent/incorrect address orders
• Work with inline team to help facilitate shop order sales functions as needed

Personal Qualifications:
The ideal candidate has a passion for cycling and understands the importance of quality cycling apparel and can communicate its importance, has excellent customer service skills, and enjoys interacting with customers to create an enjoyable brand experience. This person is excited to work with our customers and get them excited about the brand.

Education & Work Experience Qualifications:
• 2 years customer service experience
• Attention to detail with a desire to learn and proactively improve CS processes
• Excellent customer service and communication skills: verbal and written
• Ability to manage time and prioritize multiple tasks
• A team player who is willing to be flexible and help in other areas as needed
• Knowledge of the cycling, sports and/or outdoor industries a plus
• Preferred but not required: Experience working in customer service role for an e-commerce-based business, experience with Hubspot
• Position is in-office at Portland headquarters

About Castelli:
Castelli is a premium cycling apparel manufacturer with world headquarters in Italy and US headquarters in Portland, Oregon. We have a history of product innovation and performance that goes back over 100 years, and our products have been used by Tour de France winners, World Champions and Olympic Gold Medalists.
Our office and warehouse are in the Hollywood/Laurelhurst district of NE Portland and close to MAX and bike routes.

Full-time positions offer competitive wages, health care, 401k, paid time-off, and a generous product allowance.

The Castelli team strives to create an inclusive workplace that promotes and values diversity. Companies that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are proven to be better companies. More importantly, creating an environment where everyone, from any background, can do their best work is the right thing to do. We welcome all applicants.

How to Apply

Please send resume and cover letter to