Customer Service and Marketing Coordinator - Equestrian

Location: Charlotte / Monroe, NC (In Office Preferred / Remote Considered for the Right Candidate)

Employment Type: Full-Time

About Us

Kroop's is a 79 year old equestrian eyewear brand with customers in every part of the world. Our customers are passionate about horses, and we're equally passionate about delivering exceptional products and outstanding customer service.

We're looking for someone who shares that passion and wants more than just a customer service job. This position offers the opportunity to grow into a leadership role in marketing and ecommerce as our company continues to grow.

About the Position

We're looking for a friendly, highly organized, and self motivated individual who enjoys working with people and is excited to be involved in many aspects of a growing ecommerce business.

Every day is different. One hour you may be helping a rider choose the perfect sunglasses, the next you may be creating social media content, entering a wholesale order, updating products on our website, or collaborating with our marketing team on our next product launch.

If you're someone who enjoys wearing many hats, learning new skills, and taking ownership of your work, we'd love to meet you.

Responsibilities

Customer Experience

• Resolve customer questions and concerns
• Respond to customer emails and website chat
• Answer incoming phone calls
• Assist customers with product recommendations
• Process returns, exchanges, and warranty claims
• Track shipments and resolve delivery issues
• Maintain exceptional customer satisfaction

Wholesale Support

• Enter wholesale orders
• Assist retail partners with questions
• Prepare quotes and order confirmations
• Update dealer information
• Communicate shipping updates and backorder information
• Expedite Orders

Email Marketing

• Build email campaigns in Klaviyo
• Segment customer lists
• Schedule newsletters
• Monitor campaign performance
• Create abandoned cart emails
• Update email templates

Social Media & Marketing

• Create engaging social media content
• Create Instagram Reels and Stories
• Write captions and schedule posts
• Respond to comments and direct messages
• Collaborate with our marketing team on campaigns
• Research trends within the equestrian industry
• Collect customer testimonials and user-generated content

Trade Shows & Events

• Find Equestrian Events and Trade shows
• Maintain a Detailed Calendar of all Events 
• Register for trade shows
• Ship booth materials
• Prepare literature
• Coordinate travel
• Follow up with leads
• Maintain prospect database
• Attend Trade shows as needed

What We're Looking For

Required:

• Outstanding written and verbal communication skills
• Strong organizational skills
• Excellent attention to detail
• Comfortable communicating with people at all levels
• Positive, professional attitude
• Ability to multitask and prioritize work independently
• Strong computer skills
• Active equestrian or horse owner

Preferred:

• Knowledge of the equestrian industry
• Experience creating social media content
• Photography or video editing experience
• Shopify experience
• Klaviyo experience
• Canva experience
• Meta Business Suite experience
• Customer service experience
• Ecommerce experience

Software You'll Use

• Shopify
• Google Workspace
• Klaviyo
• Meta Business Suite
• Canva
• Google Workspace
• ChatGPT or Claude

Growth Opportunity

This position is designed for someone who wants to build a career—not just work a customer service job.

As you develop your skills, you'll have the opportunity to take on increasing responsibility in:

• Ecommerce management
• Social media strategy
• Email marketing
• Product launches
• Influencer partnerships
• Marketing campaigns

Our goal is for the right person to grow into a Marketing / Brand Manager 

What Success Looks Like

The ideal candidate:

• Loves helping customers
• Takes ownership of problems until they're solved
• Has a genuine interest in horses and the equestrian lifestyle
• Is creative and enjoys creating engaging content
• Learns quickly
• Notices details that others miss
• Enjoys working in a fast-paced small business environment
• Is excited to grow professionally

Benefits

• Full-time position
• Paid vacation and holidays
• Opportunities for professional growth
• Employee discounts
• Friendly, collaborative team environment
• Opportunity to shape the future of a growing equestrian brand

If you're passionate about horses, enjoy helping people, and want to grow your marketing and ecommerce skills while making a real impact, we'd love to hear from you.