Consumer Customer Services Rep
Posted by Sea to Summit on 02/06/2023
Job Basics
Industry Sector: Outdoor
Job Categories: Admin/Clerical, Customer Service
Company Type: Accessories
State: CO
City: Boulder
Country:
Required Experience: 1 - 3 years
Job Type: Full Time
Salary: $20.00 - $24.00 per hour DOE
Required to Relocate:
Required to Travel:
Employee May Telecommute: No
Job Seeker Must Live Within:
Job Description & Requirements
Sea to Summit is an award-winning Australian brand and manufacturer of ingeniously designed, omni-terrain outdoor gear. We are constantly working towards creating the perfect balance of weight, durability, packability, and our products are field-tested in the world’s most demanding environments. Sea to Summit was established in 1990 and currently has offices in Western Australia, North America, Germany, and China. We have an excellent opportunity for an individual who is detail oriented, organized, and customer focused to join our team as a Consumer Services Rep in our Boulder, CO office.
The Consumer Services position will work to set the standard and directly support e-commerce in delivering exceptional customer service while meeting overall business goals and daily operational needs. This position is responsible for managing all areas of direct-to-consumer orders, returns, shipping issues, pro-deal applications, bulk orders, and is a direct line of contact support for our e-commerce consumers via phone and email communication. The Consumer Services Rep will be the first point of contact on email and the phone for our customer’s e-commerce and product questions. This person will utilize multiple software platforms to facilitate dynamic operations between key internal teams and e-commerce. The DTC – Consumer Services person will be excited to grow their product knowledge and become an expert in order to support staff and consumers with product and brand knowledge, thus empowering them to make educated decisions when buying our products.
Position Duties
Manage and respond to consumer questions regarding all Sea to Summit products in a timely manner.
Derive answers to customer questions using a combination of personal product knowledge, utilizing Sea to Summit’s product info database, and collaborating with other knowledgeable team members.
Respond to consumer questions regarding all areas of online orders, pro-deal accounts, bulk order inquiries, and shipment tracking issues in a timely manner.
Thorough comprehension of website order fulfillment, returns procedure, product knowledge, and confident in being the point person for problem solving.
Monitor all Shopify open orders that have not shipped within 24 hours, take action to verify they process accurately.
Manage Pro Orders (CAN & US), ensuring accuracy of applicant and order processing in a timely manner. Manage all consumer inquiries regarding order issues, shipping questions, returns and/or anything else order related.
Manage eCommerce returns procedure, verifying all returns are reconciled on a timely basis; requires working with warehouse, customer service, and finance teams.
Process refunds for consumers on items not being physically returned due to item defect, lost order, ect. (including refund of shipping costs). Create discount codes, activate, and deactivate gift card codes.
Monitor website automated orders in e-Bridge daily to ensure posting and processing is accurate. Monitor website inventory, making sure website accurately represents what is available.
Accurately and consistently utilize Shopify and Zendesk tagging systems to develop reports that track customer inquiry trends, returns, and misc. order issues.
Facilitate the Employee Gear Allowance program by setting up and sending gift card codes for employees at the beginning of the year.
Demonstrate “nimbility” by providing cross-functional support as needed.
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.
Position Requirements
1+ year customer service role experience
Experience supporting and creating great customer experiences Comfortable, confident and professional when speaking with consumers on phone
Exceptional verbal and written skills with a strong aptitude for accuracy and detail
Exceptional active listening and organizational skills
Proficiency with MS Office Suite with a strong aptitude in Excel
Aptitude for learning and understanding technical product information
Experience with data entry in an order management system - ERP (SAP) or CRM (ZenDesk) is a plus
Experience with using a direct-to-consumer website backend - Shopify
Flexible and adaptable when facing changing priorities in a fast paced environment
High School Diploma or GED
This is a full-time position; our business hours are 8:00 AM-5:30 PM Monday through Friday. This position comes with a comprehensive benefits package which includes health insurance (medical, dental, vision), 401K match, paid time off, community service leave, paid holidays, RTD Pass, gear allowance, dog friendly work environment and some other great perks. This position starts between $20.00 - $24.00 per hour depending on previous experience. Sea to Summit 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 do not discriminate on the basis of 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 description is not intended to be an exhaustive list of all duties, responsibilities, or qualification associated with the job. The successful candidate will be expected to perform all functions from administrative processing to leading change initiatives.
About Sea to Summit
Significant growth and international recognition haven diminished our start-up spirit though still a highly creative, fully collaborative team with a radically innovative approach that mirrors the hungry, young company of our roots.
We'e a dynamic business with offices in Australia, Germany, China and Hong Kong.
