B2C Customer Experience Associate

Job Summary

The Customer Service Associate provides prompt and courteous support to our consumers by answering requests concerning products, shipments and deliveries.  The Customer Service Associate addresses all consumer inquiries and complaints with the highest degree of professionalism and product knowledge.  This position is in an extremely Consumer-focused area and requires a positive individual who can give our Consumers confidence in our products, people, and processes.  

Essential Functions:

• Answers Consumer inquiries by clarifying desired information, researching and providing information.  Communicate with Consumers through a variety of means—by telephone; by e-mail, fax, by regular mail, social media and possibly Live Chat. 
• Resolves issues by clarifying problems, exploring answers and alternative solutions and implementing the best solution.  In handling Consumers’ complaints, they must attempt to resolve the problem according to guidelines established by the company.
• Data Entry of consumer call information into data base and generate mailing labels as needed.
• Order Entry of consumer replacement orders and accident replacement orders, and monitoring of same to ensure timely shipments. 
• Process parts order generated from phone calls and occasionally emails
• Assist with RA requests or mis-shipment requests received from dealers or sales reps when needed.  Processing time is expected to be within 24-48 hours of receipt of request.  Requests come in via phone and email. 
• Perform daily office functions in the Consumer Service office, including phone calls, filing, copying, correspondence, email etc.
• Process any paperwork and maintain records associated with the above tasks, including reference and technical materials.
• Assist Consumer Service Supervisor with special projects or as needed.
• Perform other Consumer service related jobs as directed.
• Continually maintains a thorough knowledge of all company products, catalog contents, field sales personnel and any promotional items.
• Transfers call to appropriate personnel when applicable.

Education and Training:

• High school degree or equivalent required.
• Minimum one-five (1-5) years Consumer service, help desk or call center experience desired.
• Computer literate, proficient in use of Microsoft Office products, and the ability to properly construct business-related emails.  A computer aptitude test will be administered as part of the interview process. 
• SAP experience desirable.
• Basic knowledge of sporting goods and the associated equipment used with each individual sport is desirable.

Skills and Abilities:

• Excellent Consumer-relations skills.
• Excellent attendance.
• Excellent verbal, written and interpersonal communication skills.  Strong telephone and communication skills essential.
• Excellent intuitive, analytical and problem-solving skills are required.  A problem-solving test will be administered during the interview.   
• Data entry with minimum error.
• Excellent follow through.
• Able to multi-task.  Strong task prioritization and organizational skills are required for the job. 
• Strong teamwork skills with the ability to establish and maintain positive and effective working relationships.
• Careful attention to detail and accuracy.

Pay Range:

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, paid holidays, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Protected Veteran/Disabled