Marketing & Customer Care Specialist

Job Title:
Marketing & Customer Care Specialist

Department: Marketing & Customer Experience

Reports To: Director of Marketing & Customer Experience

Location: Tea, SD

Status: Full-Time

Ruff Land 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.

• 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).

• 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.

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

• Assist in planning and executing events and trade shows.
• 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).

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

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

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

• 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.

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

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

• 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.

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

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.

• Customer-First Mindset: You see the human behind every message and work to make every interaction feel genuine, helpful, and…