Order Management Specialist I – Customer Experience - Remote Eligible

Order Management Specialist I

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

As an Order Management Specialist I, you will be a key contributor to ensuring a frictionless order journey for our customers. You will proactively monitor the order pipeline, resolve issues, and collaborate cross-functionally to drive operational excellence. Your work will directly impact customer satisfaction, internal efficiency, and the success of CX initiatives. You thrive in a fast-paced, high-volume environment, and bring curiosity, attention to detail, and strong interpersonal skills to everything you do.

What You'll Do:

Order Monitoring & Resolution (50%)

• Monitor daily and weekly order pipeline reports to identify trends, issues, and opportunities for improvement.
• Resolve complex or unusual order problems requiring customized solutions.
• Lead backlog and operations reviews with Sales, Manufacturing, and Logistics teams.
• Communicate proactively with customers and internal teams regarding order delays or issues.
  • Draft and send customer emails using standardized templates.
  • Create reference cases for Customer Service to ensure consistent communication.
  • Maintain Discount Codes Database to support proactive appeasements.
• Collaborate with internal teams to resolve system errors and order issues:
  • Coordinate with Finance to ensure accurate refund processing.
  • Cancel or adjust orders due to inventory constraints or business needs.
  • Work with shipping carriers (3PL and freight) to update addresses and contact details.
  • Re-authorize blocked orders to enable shipment.
  • Place or correct orders on behalf of other departments.
• Prioritize and monitor orders placed by SLT and Board Members to ensure smooth production and delivery.

Initiatives & Special Projects (30%)

• Partner with third-party fraud review teams to investigate potential fraud cases.
• Monitor large discounted orders and enforce discount policy compliance.
• Perform User Acceptance Testing (UAT) for IT initiatives and website deployments:
  • Define test scenarios, place test orders, and monitor through fulfillment stages.
  • Identify and report defects to relevant teams.
• Execute process improvement initiatives:
  • Identify opportunities, align on scope and milestones, and collaborate cross-functionally.
  • Document impact on KPIs and customer experience.
• Provide feedback to Partner Operations and suggest system enhancements to improve the order journey.

Escalation Support & Troubleshooting (20%)

• Triage and resolve escalations submitted by Customer Service Representatives.
• Troubleshoot system integration errors and validate backend order statuses.
• Manually edit orders stuck in error statuses.
• Investigate website and customer account issues.
• Guide internal users to appropriate training materials and resources.

What You Bring:

• 0-2 years of customer service experience; Tier 2 or escalation support preferred.
• High school diploma required; Associate's degree or relevant college coursework preferred.
• Proficiency in Excel required.
• Experience with Salesforce Commerce Cloud, Service Cloud, and SAP is a plus.
• Proven ability to prioritize tasks and adapt to changing business needs.
• Strong interpersonal skills and ability to build relationships across teams.
• Demonstrated curiosity, attention to detail, and resourcefulness.

YETI is proud to be an Equal Opportunity Employer. Our commitment to creating a diverse, equitable, and inclusive culture is at the center of everything we do for our employees. We embrace all applicants looking to bring their authentic selves to YETI and contribute to our mission of keeping the wild WILD. All applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. YETI Applicant Privacy Notice is available at www.yeti.com/applicant-privacy-notice.html. YETI welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require accommodation in order to apply for a job, please contact us at [email protected].