WORK AT CHROME

We're looking for people with passion. Those who want to make a difference. If you're just looking for a job, Chrome is not the place for you.


Available positions:

→ Customer Care Specialist

→ Web Merchandiser



Apply via email: work@chromeindustries.com

Qualified candidates should send their resume, cover letter, and portfolio (link or PDF samples) to the above email address.



Customer Care Specialist

Location: San Francisco, CA

About us

Since 1995 Chrome Industries has led the industry making useful, durable products for people who ride, work and live in the city. Rooted in urban bike culture, we’re committed to building bags, apparel and footwear that work in demanding urban conditions. Our headquarters is located in San Francisco, CA, and we have retail shops in San Francisco, Chicago, Portland, New York, Seattle and Minneapolis. We offer a creative, team-oriented work culture with deep connections to the cities in which we live.

General Summary

The Customer Care Specialist plays a vital role in the Chrome world. You inspire people to live the city. You embody Chrome’s core values and love the brand and its offerings in bombproof bags, apparel and footwear.

As a main point of contact and “voice of the brand” it is the specialist’s responsibility for handling all inbound customer service inquiries from our web site customers — including phone calls, email, online chat and more.

The Customer Service Specialist will also be expected to provide feedback regarding key customer issues and concerns that could help improve the business and our overall level of service.

The Customer Service Specialist reports directly to the Chrome Industries Director of eCommerce.

Day-to-Day Responsibilities include:

  • Provide best-in-class customer service to ChromeIndustries.com customers
  • Support order fulfillment, shipping, and operations for all ChromeIndustries.com orders
  • Run all order returns processing and feedback results to the business
  • Be the main point of contact for all customer inquiries and communication for Chrome
  • Serve as the primary point of contact for all inbound communications from ChromeIndustries.com customers, including email, phone, and chat
  • Answer the bulk of all inbound customer service calls and online chats during business hours (8am – 5:30pm Pacific Time Zone)
  • Respond to all customer emails within 24 business hours
  • Receive and process Refunds/Exchanges documentation and Returned Product paperwork from warehouse
  • Refund customer credit cards in system, when applicable, after Return is made
  • Adjust inventory for returns, when applicable, after return is made
  • Provide assistance for warranty claims here and abroad
  • Report on the number of returns/exchanges/warrantied items in a weekly and monthly report
  • Oversee and work with Customer Service teams here and abroad when needed, (Japan and Europe)
  • About You:

  • You love engaging customers and helping them with their needs
  • You have existing knowledge of the Chrome brand
  • You’re a fan of Chrome and would be stoked to be here
  • You’re a self-motivated team player who takes initiative
  • You’re willing to be flexible and help out as needed in a small, fast growing business environment
  • Your Professional Profile:

  • Two to three years experience in a customer-facing role-preferably in an ecommerce environment
  • Strong communication skills, written and phone
  • Ability to handle unexpected customer issues with confidence
  • Excellent organizational skills and attention to detail
  • Proficiency in Microsoft Office Suite
  • Bonus: knowledge of Magento eCommerce Platform
  • Please email: work [at] chromeindustries.com to apply with resume and cover letter.


    Web Merchandiser

    Location: San Francisco, CA

    About us

    Since 1995 Chrome Industries has led the industry making useful, durable products for people who ride, work and live in the city. Rooted in urban bike culture, we’re committed to building bags, apparel and footwear that work in demanding urban conditions. Our headquarters is located in San Francisco, CA, and we have retail shops in San Francisco, Chicago, Portland, New York, Seattle and Minneapolis. We offer a creative, team-oriented work culture with deep connections to the cities in which we live.

    Job Summary:

    The web merchandiser will be responsible for defining and maximizing the consumer experience and drive revenue by optimizing the customer journey through product merchandising, story-telling, landing page development and product page content. In this role you will draw upon your previous experiences of setting seasonal financial plans and working closely with planning, marketing, supply chain, and product development to identify and influence future product innovations, manage product flow and merchandising sell through targets. You will develop assortment plans for each of the major categories and define in stock positioning, balanced presentations, and accurate and timely receipt flow. You will be expected to develop strong partnerships with the marketing, operations, and creative teams and define collaborative strategies to meet and exceed sales and margin goals. The ideal candidate will have an analytical aptitude and a focus on understanding consumer trends and demand. You are confident in your ability to monitor sales trends, update forecasts based on inventory availability, and identify opportunities to improve SKU productivity and profitability.

    Summary of Key Responsibilities:

  • Develop a deep expertise of the Chrome Brand, our consumers, culture and products
  • Conduct market research to identify and assess product opportunities, selling trends, and market growth/decline
  • Build relationships with supply chain and distribution teams to understand receipt flow and ATS
  • Present compelling stories wrapped around our products and brand to drive revenue and conversion
  • Define merchandising calendar of events and partner with Creative, Development, Marketing, and Operations to ensure product campaigns and events have adequate in stock inventory, planned and optimized landing pages, effective creative copy and imagery, and marketing acquisition and retention strategies to support overall business goals/opportunity
  • Leverage internal tools (ie. ERP System, Google Analytics)
  • Analyze product performance by Department, Category, and Style and make decisions based on sales trends
  • Make recommendations around style level markdowns to ensure sell through and turnover goals are achieved
  • Evaluate current taxonomy and navigation structure and make recommendations to improve browsing flow and page depth optimization
  • Responsible for product lifecycle management (setup, maintenance, and deactivation) within eCommerce platform merchandising tools
  • Actively participate in product commercialization meetings and line reviews and inject voice of Chromeindustries
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  • Evaluate current internal search configuration and define opportunities to improve effectiveness and conversion
  • Partner with Marketing team to identify SEO opportunities for improved page titles, meta descriptions, trending keywords, etc
  • Evaluate current product attribute model and look for ways to improve effectiveness of product data for end consumers
  • Identify opportunities to A/B test conversion pathway and experiential features to improve overall conversion
  • Prepare and recap end of season sales performance
  • Summary of Experience and Qualifications:

  • Bachelor’s degree or equivalent experience in marketing and merchandising.
  • 2-3 years of online, direct to consumer merchandising (preferred eCommerce experience).
  • Strong understating of online conversion funnel and optimization goals/tactics.
  • Content management systems/ecommerce platform experience, (Magento, Demandware, etc.).
  • Deep understanding of fundamental eCommerce business objectives and key performance indicators.
  • Strong understanding of UX/UI/visual merchandising and how it relates to the purchase path.
  • General product knowledge of footwear and apparel.
  • Passion for web analytics and how they help tell the “story”.
  • Ability to think both strategically and tactically.
  • Strong in both Excel and PowerPoint.
  • Please email: work [at] chromeindustries.com to apply with resume and cover letter.