Customer Service Representative

Posted by Hyperlite Mountain Gear. on 12/20/2018

Job Basics

Industry Sector: Outdoor

Job Categories: Customer Service

Company Type: Accessories, Apparel/SoftGoods, HardGoods/Equipment, Recreation

State: ME

City: Biddeford

Country: United States

Required Experience:

Job Type: Full Time

Salary:

Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

Hyperlite Mountain Gear is a quickly growing manufacturer of premium-quality outdoors products including backpacks, shelters, and accessories.  We use modern high-tech materials and craft our products with top-of-the-line equipment to build gear that’s used all over the world.

We are currently seeking a talented and driven Customer Service Representative to be the first point of contact and connection between Hyperlite Mountain Gear and our customers.  This is a multi-faceted role and the ideal candidate has sales and customer service experience within the outdoor industry, is focused, organized, an effective communicator, and capable of managing multiple projects in a fast-paced small business environment. This is a full time position located in our Biddeford, Maine office.

Responsibilities include, but are not limited to:

=       Acts as first contact point for all customer inquiries via e-mail, phone and online chat.

=       Educate and inform customers with accurate and thorough information regarding products,

=       services and company policies when responding to inquiries.

=       Work closely with R&D, Marketing, and Production teams on communicating customer inquiries,

=       feedback and issues.

=       Manage process for all customer returns and exchanges by processing requests in a timely

=       manner.

=       Other Customer Service and Sales duties as assigned.

=       Maintain a positive and friendly attitude when interacting with all customers, co-workers, and

=       vendors.

=       Use correct procedures to process orders, assist with returns, service orders, or otherwise

=       address customer service needs.

=       Coordinate special customer needs with Shipping and Production departments.

 

Qualifications:

=       Bachelor’s Degree in Business or related and relevant work experience.

=       2 - 4 Years of Customer Service Experience within the Outdoor Industry.

 

Position Requirements:

=       An in-depth knowledge of Hyperlite Mountain Gear products and philosophy.

=       Positive and friendly attitude when interacting as company representative.

=       Passion for activities that relate to our products and philosophy required.

=       Clear, intelligible communication with the ability to decipher customer comments and reply with

=       proper grammar, punctuation and spelling.

=       Proficiency with Microsoft Office Suite.

=       Service Oriented - calmly anticipates & responds to needs of customers and acts proactively.

=       Collaborative - team player.

=       Ready to share perspectives and follow directions.

=       Organized - thorough, efficiently has answers for customers.

=       Efficient - closes issues cleanly, improves processes as needed.

=       Empathy - shows concern and provides advice to customer.

=       Learning Orientation - continuous learning and adaption to unpredictable requests and evolving

=       tasks.

=       Ability to complete tasks in a professional and timely manner.

=       Troubleshoot and resolve escalated customer service issues.

=       Contribute to monthly and YTD sales & productivity of CS department.

=       Suggest improvements to increase customer satisfaction.

=       Bonus points for experience with Shopify and Zendesk.

 

Please submit your resume and letter of interest to celia@hyperlitemountaingear.com  no later than January 5, 2019.

About Hyperlite Mountain Gear.

Hyperlite Mountain Gear is not about bells and whistles, nonessential features or the latest trending colors. We build stripped down, high performance, outdoor gear that is dialed in to meet, in as minimalist a manner as possible, the exacting requirements of the goal-oriented adventurers who use it. This simple idea drives our design and innovation technologies. It informs the technologies, materials and fabrics we use. And it's the very basis of our commitment to building packs, shelters and accessories that enable our customers to increase their speed, distance and efficiency. Our goal is simple - to arrive at the ideal balance of strength, weight and performance to create gear that's bombproof and foolproof.