Job Description

Who we are

At Rocky, we feel our best in nature and we feel our best when we nurture ourselves with nature. That's why for 25 years we've been students of this glorious Earth-- formulating everyday essentials that nurture your skin, body, and hair, all crafted with care here in the Canadian Rockies.



Like nature, we're growing. With 13 stores open in Western Canada, we're expanding nationwide -- starting with two new locations in Ontario this year: Upper Canada Mall in Newmarket and Sherway Gardens in Etobicoke.



Our new stores are designed to bring nature indoors. Crafted from natural materials, they guide customers through immersive sensorial experiences anchored by our signature sink -- unique to each location.



Growing our culture-focused team means finding those who share the belief that we are a part in the greater ecosystem, working together to make a positive impact in our communities and for the Earth.



Are you a natural fit for the new world of Rocky?

The position

The Customer Experience (CX) Coordinator is responsible for managing communication with all our customers, with a specific focus on email, telephone, live chat and submitted contact forms. The CX Coordinator is integral in providing feedback to maximize website sales through developing insights that improve customer retention and satisfaction. Everyday our goal is to provide an exceptional and memorable guest experience.

This is a seasonal remote position, working between 12-24 hours per week, with a target start date of October 20, 2025, and an end date of January 4, 2026.

What you'll be doing

Provide the highest level of customer experience when responding to daily customer inquiries and exceed expectations with each interaction Be able to achieve daily performance targets Answer and direct requests for other departments accordingly Monitor the user experience for the website and seek improvements Monitor and manage customer reviews on various platforms Develop and maintain amazing product knowledge with an emphasis on natural ingredients Coordinate with key departments to ensure customer experience Utilize existing customer service software to respond to customer inquiries and make recommendations to maximize website sales and experience Respond to comments on social media platforms, such as Facebook and Instagram

Does this sound like you?

Proven ability to build strong relationships and exude Rocky's Core Values Exceptional communication skills, both written and oral Ability to develop and maintain amazing product and Naturopedia knowledge Proficient in Microsoft platforms, Microsoft Office Suite, and a strong ability to quickly adapt to new applications; experience with Shopify, Gorgias, and NetSuite is an asset Ability to work independently, take initiative and be proactive in helping our customers Digital experience and un understanding of Website and E-commerce drivers

You have a flexible schedule and are available to work evenings, weekends, and holidays. This position requires a minimum availability of 18 hours per week, including at least one closing shift per week and availability on one out of two weekend days (Saturday, Sunday)

What's in it for you?

This position pays $19.00 - $20.00 per hour, depending on experience Significant product discounts Access to a dedicated Rocky coach to help you optimize your potential The opportunity to participate in Culture Cluborganized activities

Application

We are accepting applications for the Customer Experience Coordinator position until suitable candidate are found.

Eligibility: Candidates must be legally authorized to work in Canada.



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