Back Office Support Specialist

Columbia Sportswear
life insurance, 401(k)
United States, Oregon, Portland
Jul 21, 2025
ABOUT THE POSITION The eCommerce team powers our US and Canada Columbia.com sites and our Customer Care Center. From merchandising and marketing to product management and technology, the consumer is central to everything we do. The eCommerce team is known for the relentless improvement of the customer experience striving for a better, faster, easier experience. This position is on our Back Office Support team to ensure customer inquiries and internal operations flow seamlessly. You'll own the end-to-end resolution of missing package claims and coordinate investigations into missing refunds coming out of our warehouse. Partnering closely with logistics, finance, and customer service teams, you'll keep our data accurate and drive process improvements that enhance customer and employee satisfaction. HOW YOU'LL MAKE A DIFFERENCE Manage and resolve missing package claims by partnering with carriers, warehouses, and customer care specialists Investigate and reconcile missing loyalty points, and refunds Creation and reissuance of virtual merchandise credits and warranty merchandise credits Maintain and update CRM, order records, and tracking claims with precision Document and refine back-office workflows, proposing automation or policy changes to increase efficiency Support ad-hoc projects, such as system migrations, audit preparations, and process standardization Maintain data trackers, highlighting trends and escalation points Identify gaps in agent knowledge and issue trends, and collaborate with Leadership, Quality, and Training to share insights and drive improvement Perform other duties as assigned YOU ARE An excellent communicator, both verbally and in writing Detail-oriented A strong problem solver Highly organized with effective time management skills YOU HAVE A high school education or equivalent 2-5 years of related experience 2+ years of technical training preferred Ability to work in a typical office environment #LI-CS1 This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company. Columbia Sportswear Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities. https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf. If you need reasonable accommodation because of a disability for any part of the employment process, please notify your recruiter. At Columbia Sportswear Company, we're proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical, social/emotional, financial, career and community. Benefits that can protect your family's financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical, dental, vision, life Insurance, disability, flexible spending accounts, health savings account, and an assortment of voluntary benefit offerings (accident, critical illness, hospital indemnity, and legal services). In addition, Columbia offers EAP + which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits, employee discounts and a generous time off program available. If you need an accommodation/adjustment to successfully complete and submit your application, please reach out to AskHR@columbia.com with the Subject: Applicant Assistance Requested.