Smartwool: Ecommerce Merchandise Coordinator (Contract Part-Time)
As the Ecommerce Merchandising Contractor, you’ll support the merchandising team by managing customer responses via our four different customer touch points: Q&A, Seller Ratings, Product Reviews, and Post-Purchase Surveys. Your eagerness to interact with customers and provide the best customer experience will help ensure our shoppers will return to purchase with Smartwool again.
Your role is pivotal in ensuring we address all customer questions and concerns, helping to drive conversion rate and repeat purchases. As part of the Ecomm Merchandising team, there will also be opportunity for you to support other projects and strategic initiatives centered on the product assortment, site navigation, PDP experience, and overall site merchandising.
Join the Smartwool Family
We make Merino wool socks and apparel to fuel adventures outside. Because we want to help you go far and feel good. As a company, we live by our values, every day: Openness We strive to be more transparent every day. From sharing more about our supply chain to simply letting people know the direction we plan on heading; we want to build and maintain trust with our customers and friends. Advocacy We believe in doing everything we can to sustain and preserve our one-of-a-kind, awe-inspiring environment. From building trails to partnering with organizations that protect nature, the Smartwool community wants to help give everyone the opportunity to experience the joy of the outdoors. Action We relentlessly pursue our goals. It’s one thing to say something and it’s another to do the thing you say. We want to back our desires with actions that put things in motion. We know that the most difficult problems are always the most rewarding to solve. Inclusivity We believe that the outdoors belongs to no one and, at the same time, to everyone. We believe in being compassionate, actively kind, generous, and accountable to everyone. What’s the good of creating all of this if we can’t share it? Fun-Loving We got into this whole thing (socks, base layers, etc.) because it’s fun to be outside. We hope to never lose sight of the thing that inspired us to create all of this—the joy of being in wild places. We want our gear and culture to inspire joyful, spontaneous, and wild moments in the outdoors for everyone, including ourselves.
Ecommerce Merchandising Contractor
Unless prohibited by applicable law, please note it is a condition of your employment to abide by Company policy, including VF's COVID-19 Vaccine Requirement Policy. In accordance with the policy, absent need for reasonable medical or religious accommodation or other exemption as allowed by state or local law, all eligible associates must present proof of being fully vaccinated for COVID-19 on the first day of employment. A copy of the policy and state specific addendum is attached for your reference.
How You Will Make a Difference
Specific responsibilities include:
Respond to customers via our 4 main touchpoints:
Product Q&A: Answer customer questions via the Power Reviews portal, partnering with the design, product, and Ecommerce merchandising teams where needed.
Seller Ratings: Respond to negative seller ratings via the Power Reviews portal, helping to address customer concerns and improve their experience go forward. Also respond to some positive ratings as well, helping to drive overall customer engagement with the brand
Negative Product Reviews: Respond to negative product reviews via the Power Reviews portal and send recurring themes/issues to the product & design team as needed.
Post-Purchase Survey: Respond to negative customer survey responses via our shared inbox, and partner with customer service to send out promo codes and/or reach out to customers directly where needed.
Customer Response Reporting: Keep track of the number of responses made through each channel weekly and maintain the response log to ensure future customer responses are standardized.
Other Areas that you will help support as needed:
Item Maintenance: Add and update PDP content to ensure we’re providing the most accurate and detailed information possible to customers
SKU Setups: Support SKU setup process- mainly around catalog load files & product content
Weekly Website Scrubs: Review different parts of the site each week and document findings, ensuring any UX or content issues are identified and resolved
Support Site Merchandising: Make updates to assortment categorization, featured colors, and publishing/unpublishing items to the site
What success looks like: Success in this role means, first and foremost, that you’re able to respond to Smartwool customers in a timely manner, with accurate and thorough information. Your attention to detail ensures that customers receive complete responses that are tailored to their specific situations and questions. Whether partnering with the Ecommerce Merchandising Team, Product Development Team, or Customer Service Team, you are able to work cross-functionally across the organization to serve our customers and help improve their shopping experience. Success in this role means that our customers receive best-in-class follow-up from the various channels in which they contacted our team and feel heard and taken care of from the responses provided.
Free to Be, Inclusion & Diversity
As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness, and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, allowing them to bring their authentic selves to work every day.
Skills for Success
Novice level Excel skills - comfortable formatting, filtering & sorting
Fast learner & adaptable - willing to jump in & learn the Smartwool processes and systems
Experience working with customers and communicating directly via email/other systems a plus
Experience using & learning different merchandising or item management systems a plus
VF Guiding Principles: Live with Integrity, Act Courageously, Be Curious, Act with Empathy, and Persevere.
What’s In It for You
We’re in the business of unleashing human potential, driven by the ideas, energy and commitment of our people. That’s why we offer comprehensive benefits that encourage mental, physical and financial well-being for all VF associates. When it comes to benefits, we’re the total package. Go to MyVFBenefits.com and click on “Looking to Join VF?” to learn more.
Our Parent Company, VF Corporation
VF is one of the world’s largest apparel, footwear and accessories companies connecting people to the lifestyles, activities and experiences they cherish through our family of iconic outdoor, active and workwear brands. At the heart of our journey lies our company-wide purpose: We power movements of sustainable and active lifestyles for the betterment of people and our planet. This is our purpose. It’s the reason we come to work every day. It’s a commitment shared by our global associates across all brands. Our purpose unites us and leads us to pursue our goals, together. This is our calling. Learn more at vfc.com.
We just have one question. Are you in?
Benefits at VF Corporation: This position is a part-time or limited time position (i.e., internship) and is not eligible for all the benefits plans offered at VF Corporation. There are some benefits the company offers that this position can participate in. You can review a general overview of the benefits provided at VF by visiting www.MyVFbenefits.com and by clicking Looking to Join VF? Detailed information on the benefits options you qualify for will be provided upon hire.
Please note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.
Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.