Company Overview:
Rugged Thread Outerwear Repair is a fast-growing company in the outdoor gear repair industry located in the vibrant town of Bend, Oregon. Nationally recognized for our quality craftsmanship, Design for Repair workshops with brands, and exceptional customer service, we foster a collaborative, innovative environment where team members are encouraged to contribute ideas and skills to drive our continued growth. With exciting expansion plans—including increasing our repair output from 10,000 items in 2024 to 18,000 items in 2025—Rugged Thread offers significant personal and professional development opportunities, making this a great time to join our team.
Job Summary:
The Business Operations Specialist plays an essential role in ensuring the smooth daily operations of our repair shop, supporting both customer success and internal processes. Responsibilities include managing local customer interactions, select brand account engagements, inventory, minor non-sewing repairs, and general office operations. You’ll work closely with various teams to maintain efficient workflows, uphold high-quality repair standards, and ensure timely project delivery.
Schedule Flexibility:
This full-time role offers 36-40 hours per week, with a primary season running from November 15 through June 1. During our peak season (January through June 1), we prioritize continuous workflow, encouraging team members to plan vacation time during the off-season (June through November) when flexible schedules and time off are more readily available.
Key Responsibilities:
Customer Success
Engage with customers in person, over the phone, and via email, delivering exceptional service by answering inquiries, addressing concerns, and guiding them through the repair process.
Ensure accurate pricing and on-time delivery for both B2C (business-to-consumer) and B2B (business-to-business) customers. B2C includes individual customers who send their gear directly to us for repair, while B2B refers to partner brands and businesses that use our repair services to support their product offerings.
Business Operations
Manage weekly inventory orders and maintain appropriate stock levels of repair materials.
Oversee office administration tasks such as scheduling, invoicing, and ensuring the shop is clean and organized.
Handle payment processing (cash, credit card, and invoices) while maintaining accurate transaction records.
Data Entry and Reporting
Enter relevant data into systems, generate reports, and provide insights to the management team for informed decision-making.
Social Media and Marketing Support
Assist in creating and managing social media content, promotions, and marketing initiatives to increase brand awareness and customer engagement.
Assist in Events and Workshops
Help organize and participate in local events, workshops, and outreach activities to promote Rugged Thread and its services.
Qualifications:
Previous experience in customer service, retail, or business operations or a demonstrated ability to learn quickly.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent written and verbal communication skills, including the ability to resolve conflicts professionally.
Proficiency in Mac OS, Excel, and Word, with a demonstrated ability to quickly learn systems like QuickBooks and custom software and basic IT troubleshooting skills.
A passion for the outdoors and familiarity with outdoor gear is a plus.
Compensation & Benefits:
Starting wage: $20/hour.
After 90 days of full-time employment: Six (6) paid holidays, two (2) flex PTO days, and five (5) paid sick days, along with a performance review and potential for a pay raise.
At six months: Additional performance review with the opportunity for a further pay increase based on performance.
At one year: Five (5) paid vacation days.
After two years: Paid vacation increases to ten (10) days.
Working Environment:
This position is based in our Bend, Oregon, repair shop. The work environment is dynamic and fast-paced, with a collaborative and supportive team focused on delivering excellent service and quality repairs.
How to Apply:
If you’re passionate about contributing to a sustainable and environmentally conscious outdoor gear repair business, please submit your resume and a brief cover letter detailing your relevant experience and interest in the position to hiring@ruggedthread.com. You can also apply directly through our website at https://www.ruggedthread.com/careers/business-operations-specialist/.
Diversity & Inclusion Statement:
Rugged Thread is an equal opportunity employer. Diversity and inclusion are key to our company's and employees' success. Respect, kindness, accountability, and open communication are core tenets of our workplace.
