Customer Service / Field Dealer Support

JOB DETAILS

Job Title

Reporting To

Direct Reports

Customer Service / Field Dealer Support

Customer Services Manager

None

Site

Department

Reporting Manager

Weekly Hours

Payband / Salary

Remote USA

Customer Services

Terri Gooch

40 hours per week

Annual Salary Range $45,000 / $50,000 USD

JOB DESCRIPTION

Due to significant growth, SealSkinz is looking for a Customer Service / Field Support Dealer.

• The role will be to deliver first class customer service support to several National and independent accounts.   You will also be required to assist and support the Customer Service Manager to organize, distribute and oversee daily team tasks and to contribute to the development of guidelines and procedures to improve customer service. Execute and exemplify excellent customer service in all interactions.
• Timely and accurate processing of sales orders returns and other account needs.
• Maintain a professional and courteous relationship with dealers, engaging with them to truly understand their needs and provide solutions.           
• Respond to customer inquiries and provide cross-functional support to multiple internal teams.     
• Handle questions or issues in a professional and timely manner
• Provide prompt communication of order confirmations and backorders
• Must have ability to call retailers and interact with current orders placed or engage in obtaining new fill orders from available to sell list.
• Process returns to stock and credit transactions
• Process warranty requests including Return Authorizations
• Answer and direct incoming company phone calls    
• Must establish a working relationship to current Sealskinz Agency groups and be able to support through additional cold calling, sample request, follow up request from retailers for point of purchase displays.
• Understand the needs of Sealskinz retail partners and provide support to enable their success or satisfaction.
• Work in tandem with various departments and maintain a flexible attitude supporting all the work that helps in achieving organizational goals, along with other duties as assigned.
• Must be proficient with manipulation of data, import, export, view lookup, applying filters, pivot tables. At times provide a sales summary and top tier actions plans from the data.
• Importing SealSkinz information from master data files into Item set up and SKU attribution templates.
• Knowledge of video and image requirements from retailers is critical.
• Support the SealSkinz HQ marketing teams in developing country specific campaigns relevant to the USA market. Customer Service experience, ensure consistency of approach and adherence to process across the team.                                              

ESSENTIAL / DESIRABLE SKILLS, COMPETENCIES AND QUALITIES

• ESSENTIAL
• Important to have a level of knowledge of the outdoor retail space in the USA.
• Comfortable and professional when speaking with dealers and consumers on the phone 
• Processed strong oral and written communication skills and have a good since for structuring selling arguments to existing account and potential new accounts with accuracy and detail
• Ability to manage multiple tasks daily i.e. (phone calls, emails, order entry).
• Strong understanding of technical aspects of outdoor equipment and technical product knowledge
• Aptitude for learning, understanding, and retaining technical product information
• Exceptional active listening and organizational skills
• Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF
• Ability to solve problems and bring new ideas to the team
• Excellent interpersonal skills, including the ability to quickly build rapport with both accounts and peers
• Possess a friendly and positive attitude
• Experience with data entry in an order management system
• Flexible and adaptable when facing changing priorities in a fast-paced environment
• May be asked to attend Seasonal trade show and sales meeting both in the USA and UK

DESIRABLE

1. Previous Supervisory / Team Leader experience working within a Customer Service environment.
2. To have a passion for sport and outdoor activities

This is a full-time position with a comprehensive benefits package which include health insurance (medical, dental), paid time off, paid holidays (20 days), gear allowance. SealSkinz INC is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an Equal Opportunity Employer and does not discriminate based on race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

NOTE: This job posting is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job. Duties, responsibilities, and activities may change at any time with or without notice.

Compensation:  $45,000 / $50,000

Please send resume to Terri Gooch by 06.07.2022 via e mail and a covering letter stating why you wish to work for SealSkinz to terrigooch@sealskinz.com.