Customer Service Representative
- Posted: August 05, 2022
Oberalp North America (ONA) is a wholly owned subsidiary of the Oberalp Groupa design & innovation focused outdoor product company headquartered in the heart of the Dolomites in Bolzano, Italy, with global operations. ONA handles the sales, marketing, operations, distribution, and customer service functions in the U.S. and Canada for five premier mountain sports brands within the Oberalp GroupSALEWA, DYNAFIT, WILD COUNTRY, EVOLV, and POMOCA.
Oberalp North America and the Oberalp Group operate in a dynamic market environment, and we seek to work with people who share our hands-on, collaborative, solutions-oriented approach to business.
And, of course, we look for team members who share in our boundless enthusiasm for mountain sports and a stewardship ethic to protect the places we love to play.
SUMMARY OF POSITION
The Customer Service Representative is responsible for providing superior customer service via phone, email, and in-person interaction. The position's primary roles are to address and resolve any consumer questions or issues and to ensure timely and accurate processing of direct-to-consumer sales orders and returns. This position will report to our Customer Service Manager.
•Maintaining a positive, helpful attitude is imperative in this position. Flexibility and a willingness to help in any way possible are needed in our small, dynamic team environment.
•Time management skills, including the ability to work efficiently, prioritize projects, and be self-motivated, are expected. Taking initiative and making independent decisions are also essential.
•A passion for working in a small-team environment is critical, as the pace and expectations of the culture require both an entrepreneurial spirit and a commitment to excellence.
MAIN RESPONSIBILITIES & ACTIVITIES
•Provide a high level of service to our customers
•Answer a high volume of phone calls and emails in a positive, professional, and timely manner
•Answer questions about our products, brands, and company
•Process consumer and pro purchase orders and returns.
•Communicate with the relevant parties (such as Accounting, Online Store Manager, warehouse) to resolve any issues on consumer orders and returns.
•Administer the warranty claims process for our customers in coordination with our Warranty Coordinator
•Assist with the administration of our pro purchase program, including pro application review and approval
•Respond to marketing and sponsorship requests and direct to our Marketing department as appropriate
•Proactively resolve problems for consumers
•Support our dealer service team with assorted tasks as requested
•Participate in proactive sales efforts as directed
•Attend and assist at tradeshows, sales meetings, sample sales, and other retail and consumer events as needed
•Learn and present the Dynafit, Salewa, Pomoca, Wild Country, and Evolv brands and products. In addition to on-the-job training, the employee is encouraged to use, enjoy, and better understand our products outside of work.
•Execute on a variety of projects, assignments, and tasks that may be assigned
•Demonstrate proficiency with our computer systems and software
The company offers competitive compensation for the outdoor industry. In addition to a base salary, the candidate is eligible to participate in a comprehensive benefits program including healthcare, dental, vision, 401K retirement plan with a company contribution match, company-paid life and disability insurance, and generous gear discounts. The company offers paid vacation, holiday, and sick time. The company also offers a number of unique perks such as paid + unpaid volunteer time and group outings including an annual company hut trip that reflect our approach to maintaining a high performance business environment while leading an active outdoor lifestyle.
•Bachelor's degree preferred
•Two to four years customer service and/or retail experience, preferably in the ski or outdoor industries
•Excellent written and verbal communication skills and strong interpersonal skills. Outgoing, social personality.
•Strong organizational and computer skills (including Microsoft Office and general computer proficiency). ERP (Navision) and ZenDesk experience preferred.
•Ability to work in a team environment
•Ability to work independently, take initiative, and make sound decisions
•A passion for success, a positive and friendly attitude, and a strong work ethic
•Love of the outdoors. A specific passion for mountain sports such as backcountry skiing, climbing/mountaineering, and/or trail running is a plus
Oberalp North America
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