Customer Service Associate
Posted by Helinox USA, Inc. on 11/29/2021
Job Basics
Industry Sector: Bike, Fishing, Hunting/Shooting, Lifestyle, Outdoor
Job Categories: Customer Service
Company Type: HardGoods/Equipment
State: CA
City: Berkeley
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary: $18-24/hr depending on experience.
Required to Relocate: Yes
Required to Travel: No
Employee May Telecommute: No
Job Seeker Must Live Within: 25 miles
Job Description & Requirements
Since 2009, Helinox has brought comfort outdoors by designing premium packable furniture and accessories, so that you can be At Home, Anywhere. Helinox is proud to have created the category of lightweight portable furniture from our advanced technical know-how; melding craftsmanship, design and premium materials into an award-winning line of products. Our products have won seven Red Dot Design Awards, two ISPO Awards and an Outdoor Industry Award.
Helinox USA is the Berkeley, CA-based extension of the Helinox brand and we are responsible for growing and nurturing the brand throughout North America.
This Customer Service position is the first point of personal contact that Helinox dealers and consumers will have with us. The person in this role will be primarily responsible for engaging with Dealers/Consumers via email and phone in a professional and timely manner. The right person for this job will enjoy interacting with a broad spectrum of Helinox fans from every corner of North America, helping them with product and order questions and building a loyal Helinox fanbase across the country.
Position: Customer Service Associate
Reporting to: Customer Service Lead
Payroll status: Hourly, non-exempt
Tasks and Responsibilities:
- Answer general incoming phone calls and transfer to the appropriate team members .
- Respond to Consumer/Dealer emails, letters, and calls, providing friendly accurate and timely answers about their orders and product questions, comments or concerns.
- Maintain a professional and courteous relationship with Dealers/Customers to engage them and to truly understand their product needs.
- Engage with consumers via email/phone who have warranty claims.
- Perform warranty repairs and ship out replacement parts for consumers.
- Consistent and accurate order entry, order fulfillment, shipping logistics and coordination.
- Provide answers to technical product questions and assist Dealer/Consumers with product selection.
- Provide planning, implementation, support, and attendance at industry trade shows, festivals, and dealer events.
- Contribute to a strong team environment that requires flexibility in duties and the ability to fully contribute to Helinox’s success.
Qualifications:
· Excellent written and verbal communication skills.
· Ability to write concise and engaging emails.
· Ability to speak clearly and persuasively, and exhibit excellent customer service by actively listening, expressing a willingness and displaying empathy, courtesy, and sensitivity.
· Comfortable and professional when speaking with Dealer/Customers on the phone.
· Have a friendly and positive attitude.
· Ability to lift and move heavy objects (30+ pounds) and to quickly move lighter objects (10 to 25 pounds)
· Aptitude for learning and understanding technical product information.
· Possess strong organizational skills and be highly detail oriented.
· Possess critical thinking skills
· Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF
· Experience with data entry in an order management system - QuickBooks ERP or CRM is a plus
· Self-motivated and takes initiative.
· Flexible and adaptable when facing changing priorities in a fast-paced environment.
· Ability to solve problems and bring new ideas to the team.
· Perform other duties as required and assigned.
· Must be fully vaccinated against COVID-19. Must present vaccination card as proof.
Benefits:
Helinox USA offers medical, dental and vision coverage, partially subsidized. We also have a 401K plan with matching company contributions.
About Helinox USA, Inc.
Since 2009, Helinox has brought comfort outdoors by designing premium packable furniture and accessories, so that you can be At Home, Anywhere. Helinox is proud to have created the category of lightweight portable furniture from our advanced technical know-how; melding craftsmanship, design and premium materials into an award-winning line of products. Our products have won seven Red Dot Design Awards, two ISPO Awards and an Outdoor Industry Award.
Helinox USA is the Berkeley, CA-based extension of the Helinox brand and we are responsible for growing and nurturing the brand throughout North America.
