Customer Support Ambassador B2B

Bollé Brands is a leading eyewear and head protection group that designs, markets and distributes sunglasses, safety glasses, goggles and helmets. The company has developed a particular strength in the specialty markets of snow sports, water sports, cycling, golf, tennis, running, premium fashion and sport lifestyle. Today, Bollé Brands' products are distributed and worn all over the word. The company constantly refines its trademark combination of fit, fashion and comfort, resulting in some of the most advanced products in the industry. Excellence in product innovation and creativity is at the heart of Bollé Brands' strategy.

Born in 1994 in San Diego, SPY+ hails from the intersection of cultures that define California youth. Our calling is to build things that
empower individual expression, and we are purveyors of excellence in eyewear, goggles, and helmets. Our Happy Definition (HD+) technology is the only therapeutic lens tech on the market that enhances color and contrast, is tuned to boost alertness, and provides impact-resistant, distortion-free optics in one kick-ass package that SPY+ loyalists have come to know and love. To learn more about SPY+, visit spyoptic.com, Instagram.com/spyoptic, facebook.com/spyoptic, and twitter.com/spyoptic.

The Customer Support Ambassador B2B will be responsible for Sales Rep support for the US. Additionally, this position will provide support to consumer relations and assist with company initiatives.

Job responsibilities (including, but not limited to the following):

• Ensure all orders and RMAs are being processed accurately and in a timely manner.
• Manage order discrepancies, facilitate changes and needed follow up.
• Address inquiries and issues to management when necessary, in dealing with the computer system and procedures on special projects.
• Increase sales while on the phone: share early release styles, promo programs, etc.
• Support with daily dealer orders for the U.S and/or Canadian territories as needed.
• Process sales contest orders and promo orders for your territory
• Carrier claims & tracking: Research discrepancies in shipping and receiving of orders. Take preventative or corrective action to avoid future shipping issues.
• Analyze order file on a weekly basis.
• Facilitate New Account set up process/ Dealer Applications.
• Assist in operating efficiencies by creating/maintaining procedural documents (SOP)
• Maintain spreadsheets provided by accounts, including new SKU set up, online set up, product knowledge training, SKU mix updates, etc.
• Stay up to date on knowledge of current sales policies, incentives/programs, warranty procedures, and new product releases.
• Manage refusals: Contact the dealer to research why the order was refused.
  • If there is no valid reason, communicate the re-stocking fee policy.
  • If it was our fault, take appropriate measures to prevent future refusals.
  • Notify Sales Manager of consistent or repetitive refusals.
• UPS claims & tracking: Research discrepancies in shipping and receiving of orders. Take preventative or corrective action to avoid future shipping issues.
• Assist in various projects as needed and/or assigned by Customer Service Manager

• 1-2 Years Sales Support/Customer Service or related experience
• Extensive data entry skills as well as Returns Authorization procedures familiarity
• Excellent Personal/Communication Skills
• Extreme attention to detail
• Ability to multi-task and work under pressure
• Capability to engage in constructive conflict resolution.
• Proficient in Microsoft Office Suite Products

• Proficient in NETSUITE
• Proficient in Excel