Customer Service Representative

JOB DESCRIPTION

Job title: Customer Service Representative

Div./B.U./Department: Customer Service

Direct Supervisor: Customer Service Supervisor

Functional Supervisor: n/a

Location: Boulder, Colorado

SUMMARY OF POSITION

The Customer Service Representative is responsible for providing superior customer service via phone, email, and in-person interaction. The position’s primary roles are to address and resolve any consumer questions or issues and to ensure timely and accurate processing of direct-to-consumer sales orders and returns.

• Maintaining a positive, helpful attitude is imperative in this position.  Flexibility and a willingness to help in any way possible are needed in our small, dynamic team environment.

• Time management skills, including the ability to work efficiently, prioritize projects, and be self-motivated, are expected.  Taking initiative and making independent decisions are also essential.

• A passion for working in a small-team environment is critical, as the pace and expectations of the culture require both an entrepreneurial spirit and a commitment to excellence.

MAIN RESPONSIBILITIES & ACTIVITIES

• Provide a high level of service to our customers

• Answer a high volume of phone calls and emails in a positive, professional, and timely manner

• Answer questions about our products, brands, and company

• Process consumer and pro purchase orders and returns. 

• Communicate with the relevant parties (such as Accounting, Online Store Manager, warehouse) to resolve any issues on consumer orders and returns.

• Administer the warranty claims process for our customers in coordination with our Warranty Coordinator

• Assist with the administration of our pro purchase program, including pro application review and approval

• Respond to marketing and sponsorship requests and direct to our Marketing department as appropriate

• Proactively resolve problems for consumers

• Support our dealer service team with assorted tasks as requested

• Participate in proactive sales efforts as directed

• Attend and assist at tradeshows, sales meetings, sample sales, and other retail and consumer events as needed

• Learn and present the Dynafit, Salewa, Pomoca, Wild Country, and Evolv brands and products.  In addition to on-the-job training, the employee is encouraged to use, enjoy, and better understand our products outside of work.

• Execute on a variety of projects, assignments, and tasks that may be assigned

• Demonstrate proficiency with our computer systems and software

QUALIFICATIONS / KNOWLEDGE / EXPERIENCE REQUIRED

• Two to four years customer service and/or retail experience, preferably in the ski or outdoor industries

• Excellent written and verbal communication skills and strong interpersonal skills

• Strong organizational and computer skills (including Microsoft Office and general computer proficiency). ERP (Navision) and ZenDesk experience preferred.

• College degree preferred

• A passion for success, a positive and friendly attitude, and a tireless work ethic are all a must

• Love of the outdoors.  A specific passion for mountain sports such a backcountry skiing, climbing, and mountaineering is a plus.

COMPENSATION

The company offers competitive compensation for the outdoor industry.  In addition to a base salary, the candidate is eligible to participate in a comprehensive benefits program including healthcare, dental, vision, 401K retirement plan with a company contribution match, company-paid life and disability insurance, and generous gear discounts.  The company offers paid vacation, holiday, and sick time.  The company also offers a number of unique perks such as paid + unpaid volunteer time and group outings including an annual company hut trip that reflect our approach to maintaining a high performance business environment while leading an active outdoor lifestyle.