Build a Career with Roto Mold LLC

Job Title: Marketing & Customer Care Specialist

Department: Marketing & Customer Experience
Reports To: Director of Marketing & Customer Experience
Location: Tea, SD
Status: Full-Time

Position Overview

RuffLand is seeking a dynamic, highly organized, and personable Marketing & Customer Care Specialist to support both our marketing initiatives and customer experience efforts. This is a blended role designed to support the white space between these two departments and is crucial to maintaining strong external relationships, enhancing brand visibility, and ensuring every customer feels valued and supported.

This is ideal for someone who thrives in a fast-paced environment, enjoys variety, and loves working cross-functionally. You’ll wear many hats — from coordinating marketing activities to resolving customer inquiries — all with a positive, solutions-oriented mindset.

Key Responsibilities

?? Marketing Responsibilities

Marketing Operations & Coordination

• Coordinate ongoing marketing activities and ensure projects hit deadlines.
• Assist with creation and execution of campaigns with timely tracking of deliverables.
• Support management and communication with external vendors (design, production, influencers).

Content & Social Media Engagement

• Help manage social media channels by responding to customer questions and comments in a brand-consistent voice.
• Support content planning and scheduling.
• Track engagement and key social performance metrics.

Partnerships & Requests

• Process donation requests, partnership inquiries, and sponsorship applications.
• Maintain an organized queue and ensure timely follow-up and communication.

Event Support

• Assist in planning and executing events and tradeshows.
• Potential to attend events in person to support logistics and brand representation.
• Assist with pre- and post- event deliverables (booth materials, follow-up content, email promotions).

Photoshoots & Creative Support

• Assist with planning and coordination of photoshoots.
• Support creative team in logistics, props, talent wrangling, and asset organization.

Media Scheduling

• Support the due date tracking and execution timeline for paid media efforts.
• Coordinate deliverables and schedules with vendors, internal stakeholders, and agency partners.

General Marketing Support

• Provide general support across marketing projects as necessary — including reporting, research, and documentation.

?? Customer Care Responsibilities

Customer Communication

• Respond to customer inquiries via email, phone, and chat in a timely and professional manner.
• Serve as a primary point of contact for product questions, order updates, returns, general support issues.

Issue Resolution & Escalation

• Troubleshoot customer concerns with empathy, ensuring clear and accurate resolutions.
• Escalate complex issues to appropriate internal teams and follow through to ensure resolution.

Customer Feedback Loop

• Gather and log customer feedback — patterns, feature requests, complaints — and share insights with relevant teams to improve product, content, and marketing messaging.

Cross-Functional Coordination

• Work closely with Operations, Production, Shipping, and Marketing to ensure cohesive responses to pre- and post-purchase questions.
• Support tracking of cases to resolution, ensuring internal SLAs are met.

CRM + Support Tools

• Manage customer support software — ticketing, tagging, follow-ups, reporting.
• Help maintain accurate customer data as part of CRM efforts.

Qualifications & Skills

Required:

• 2+ years experience in customer service, marketing coordination, or related roles.
• Strong written and verbal communication skills.
• High level of organization and ability to manage shifting priorities.
• Comfort learning and using digital tools (CRM, help desk, email platforms, project management software, social platforms).
• A proactive, take-initiative mindset.
• Passion for outstanding customer experience and brand building.

Preferred:

• Experience in eCommerce, retail, or consumer brands.
• Familiarity with paid media workflows.
• Experience supporting events, photo/video shoots, or creative campaigns.
• Social media community management experience.

Core Competencies

• Customer-First Mindset: You see the human behind every message and work to make every interaction feel genuine, helpful, and memorable.
• Project Coordination: Able to track multiple workstreams and deadlines, anticipate needs, and ensure details don’t fall through the cracks.
• Adaptability: Comfortable with ambiguity and fast-changing priorities. You build structure where it’s needed.
• Team Player: You collaborate well across teams, communicate clearly, and help keep others informed.
• Professionalism: Represent RuffLand’s brand at the highest level — whether online, on the phone, or at events.

Tools & Systems You May Use

Examples — subject to current systems

• ERP/CRM: Delmia Works
• Email / SMS: Klaviyo
• Social & Engagement: Instagram, Facebook, TikTok
• Project Management: Asana, Trello
• Analytics & Reporting: Google Analytics, Looker Studio
• Collaboration: Teams

Why This Role Matters

This position bridges two of the most important parts of Ruff Land’s business: how we talk to the world (Marketing), and how we take care of the people who support us (Customer Care). You’ll help shape how the brand feels to customers and partners alike — and you’ll directly impact satisfaction, loyalty, and growth.

Compensation & Benefits

• $20/hour with a review after 60 days
• Health insurance premium paid by the employer at 75%
• Vision premium paid at 100%
• Dental insurance
• 401k matching
• Pet insurance covered for one pet
• PTO and holiday pay
• Retention and referral bonuses