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Omnichannel Support and Sales Associate

 

Posted by VOORMI on 08/19/2020


Job Basics

Industry Sector: Outdoor

Job Categories: Customer Service, Retail - Sales

Company Type: Apparel/SoftGoods

State: MT

City: Bozeman

Country: United States

Required Experience: 1 - 3 years


Job Type: Full Time

Salary:

Required to Relocate: Yes

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within:


Job Description & Requirements

Omnichannel Support and Sales Associate

 

VOORMI ®, maker of the world’s most innovative performance textiles and apparel is looking for a dynamic Omnichannel Support and Sales associate.   The role is located in Bozeman, MT within VOORMI’s flagship location.

As the Omnichannel Support and Sales Associate you are accountable for engaging customers at any point in the sales channel to assure they receive superior customer service which will contribute to the overall company success. 

Primary Responsibilities:

Priority 1: Customer Support – typically, this role is the first point of engagement for all questions, comments and issues from customers.  It is expected (but not limited to) approximately 80% of your time will be supporting the following:

=       Managing customer questions and support via emails, phone calls, live chat, social media questions, communities and forums.

=       Assist with returns or exchanges

=       Real-Time utilization of Zendesk to manage and track all customer interaction

=       Prompt responsiveness of all inquiries - Todays customers ask questions on a variety of devices and at any time of the day or night – they expect a quick and personalized response from customer service.

=       Prepare monthly summary reports of all customer support tickets and highlight valuable customer “insights".

  • Data driven recommendations for improvements associated with customer feedback.  
  • Priority 2: Greets and assists customers (digitally or in-person) in finding products and recommending solutions.

    =       Fluid utilization of VOORMI’s e-commerce (Shopify) and POS systems is a requirement for new product sales, exchanges or returns.

    Priority 3: Enterprise Fulfillment and Inventory – Monitors the Enterprise Fulfillment systems application, picks merchandise orders (if necessary, from local stock), and acknowledges completion in the system; assist with packaging and shipping as needed.

    • Coordinate with VOORMI ® Operations regarding order shortages/overages to complete shipment.  
    • Communicate with third party logistics company at times in order to assure the customer is taken care of.
    • Assist with In-Person Sales staff to replenish store and/or takes personal action to replenish products from inventory; Participates in annual inventory process

    Core Competencies & Expectations:

    • Work experience- Minimum 1-2 years
    • Education- bachelor’s degree or equivalent work experience preferred; HS degree or equivalent is required
    • Consistently meets established performance standards; including but not limited to - shrink and safety initiatives, omnichannel support, customer service, profitability, productivity, and attendance.
    • Solves problems and makes smart decisions that drive sales, profit and customer service; executes work effectively and efficiently; holds self-accountable to high standards to achieve results; adapts quickly to changing situations with energy and a positive attitude
    • Maintain professional standards and represent the brand as appropriate – via discussions, dress/appearance, product knowledge and confidentiality
    • Provides great customer service; cooperates and builds positive, inclusive and respectful relationships (internally and externally); takes accountability for own actions and outcomes
    • Proactively finds ways to improve the customer experience; shows the confidence and courage to do what is right; takes action with energy and urgency.

    About VOORMI

    VOORMI® is a textile-driven, direct-to-consumer technical wool apparel company built upon a strong and differentiated portfolio of intellectual property.