As the Marketing and Customer Experience Coordinator you will be responsible for supporting our marketing team in their efforts to provide an industry-leading, omni-channel customer experience. Under the direction of the VP of Marketing and Customer Experience Manager, you’ll collaborate across marketing, sales, product and operations to ensure the team efficiently and effectively supports our customers. This role will touch nearly all parts of the organization and provides many opportunities for future career growth. This role covers three main areas:

Customer Experience Support (60%)

Providing a high level of customer service and support is critical to the Truewerk brand. We believe that direct connections with our customers make us better across all areas of operation, from product development to marketing to logistics. This role has the opportunity to start their career at Truewerk in a critical position to a growing brand. Your initial responsibilities would include the following:

• Manage our customer service platform, FreshDesk, responding to (via tickets, chats, and phone calls) and routing customer inquiries as needed.

• Work with the Customer Experience Manager and our Third Party Logistics partner to establish and manage the tools and processes around returns, size swaps and exchanges.

• Coordinate the dissemination of feedback to the marketing, sales, product and operations teams on the customer experience and suggest opportunities for improvement relevant to each vertical.

• Provide feedback on the customer experience processes and tools to better the customer experience and streamline the day-to-day of the job.

Marketplace Channel Coordination (20%)

This role will also support our ecommerce strategy on Amazon and will be responsible for developing internal expertise on customer acquisition strategy, merchandising, shipping, logistics and order management. The responsibilities aligned with this part of the position would include the following:

• Work with VP of Marketing to complete all required Amazon templates, ensure all product listings are accurate, and develop knowledge of Amazon advertising strategies.

• Manage updates to product listings with the wider marketing team to ensure enhanced brand content, imagery, videos and descriptions are current.

• Coordinate with internal and external teams to layout a promotional calendar by product.

• Assist with Amazon’s order entry, preparation and labeling. 

• Help control and track monthly Amazon inventory transfers and sales depletions. 

General Marketing and Sales Support (20%)

This role - like many startup roles - requires the ability to work on a diverse array of activities on an ad hoc basis, including the following:

• Respond to incoming inquiries from Truewerk’s website, strategic accounts, existing customers, and other inbound lead sources.

• Assist the VP of Sales with customer research and follow-up surveys regarding Truewerk products and our sales process to help identify areas for improvement.

• As needed, generate quotes for B2B accounts, place trial and evaluation orders in our order management system, and ensure orders are tracked and on schedule

• Help coordinate with external vendors for artwork proofs/development for custom decoration.

• Manage product seeding to ambassadors/public relations targets and assist with coordination of event sales inventory.

About You

Startup life isn’t for everyone. To be successful at a fast growing company you’ll need to possess the ability to handle multiple tasks simultaneously, work well in smaller teams, communicate effectively and be able to interface with customers in a professional and personable way.

• 0-2 years experience in marketing, customer service, sales, retail with an interest in developing your marketing skills

• A bachelor’s degree in business or marketing is preferred, but not required. A familiarity or personal experience with trade work would be a bonus.

• Familiarity with the Google suite of products (Docs, Sheets, etc.)

• The ability to leverage technology effectively and learn new tools and process with ease.

• Strong project management skills with the ability to monitor multiple projects simultaneously and overcome obstacles

• A desire to join a fast growing company.

About Truewerk

Truewerk is a growing workwear brand based in Denver, Colorado on a mission to protect, promote, and empower the workers we believe keep society functioning, who we call Industrial Athletes. We do this through a combination of engineering the world’s most technically advanced workwear systems and leveraging our brand platform to give voice to the industrial athlete communities we serve.