Direct-to-Consumer (DTC) Sales & Customer Service Specialist

Direct-to-Consumer (DTC) Sales & Customer Service Specialist Location: Oceanside, CA Reports to: Sales Manager Employment Type: Full-Time About Haydenshapes: Haydenshapes Surfboards is a global surfboard brand known for innovation, design, and quality. With a foundation in performance and a commitment to aesthetic excellence, we pride ourselves on pushing boundaries in surfboard design while delivering premium experiences to surfers worldwide. Our products are distributed in over 70 countries, with our direct-to-consumer (DTC) channel being a fast-growing and critical part of our business. Position Overview: We are looking for a passionate and driven DTC Sales & Customer Service Specialist to join our team. This role is responsible for supporting the online sales process, nurturing customer relationships, and delivering best-in-class service across all touchpoints. You'll serve as a key brand ambassador, helping surfers select the right boards, troubleshoot issues, and ensure a seamless end-to-end experience that reflects the quality of Haydenshapes. Key Responsibilities: Customer Support: Provide timely, knowledgeable, and friendly support across email, chat, phone, and social channels. Resolve inquiries about orders, product recommendations, delivery timelines, returns, and more. Sales Enablement: Assist customers in choosing the right surfboard model, size, and configuration for their needs. Proactively convert inquiries into sales by offering personalized support and surfboard expertise. Order Management & Fulfillment: Monitor and manage DTC orders from placement through fulfillment, including coordinating with production Product Knowledge: Stay up to date with the latest product lines, technologies, and collaborations. Be able to speak confidently about design, materials, and board performance. Customer Experience Optimization: Identify and report on trends in customer feedback to help inform website improvements, FAQs, product descriptions, and support documentation. CRM & Data Management: Accurately log and maintain customer interactions in CRM tools. Track common issues and provide data-driven insights to help improve service processes. Brand Voice: Represent the Haydenshapes brand authentically and consistently in all customer interactions. Other Responsibilities Offsite Events: Assist with demo days and additional field marketing initiatives as needed Qualifications: 2+ years experience in customer service, sales in a surf retail or DTC/e-commerce role. Passion for surfing and strong knowledge of surfboard types and performance attributes Excellent written, typing and verbal communication skills Highly organized and detail-oriented, with the ability to multitask in a fast-paced environment Proficiency in customer service software, CRM systems, and e-commerce platforms (Shopify experience a plus) Experience utilizing the Google Suite of programs (Gmail, Sheets, Google Drive, etc.) Problem-solving mindset and a customer-first attitude Flexibility to work across global time zones if needed Why Work With Us: Be part of a globally respected surf brand known for innovation and design Work in a collaborative, creative, and surf-passionate team environment Employee discounts and access to our extensive demo fleet of models Opportunities for professional growth in a growing e-commerce channel This is a full time, on-site position based out of our office / warehouse in Oceanside, CA. Hours are Monday-Friday, 9:30am-6pm.