PURPOSE
The Customer Service Associate is a brand ambassador, providing a high level of customer support on order status, products, returns, and warranties. This position will be the primary contact for customers, answering questions and providing quick and accurate information through verbal, written and electronic communication channels. To be successful, the Customer Service Associate will need to meet time sensitive guidelines and courteously resolve situations, address detailed inquiries, provide accurate reports, and enter orders.
This position is a full time nonexempt hourly position with benefit eligibility and reports to the Sales Manager. The starting compensation is between $19 and $21 per hour depending on experience. Core hours are Mon-Fri between 8am – 5pm but availability on weekends, evenings, and holidays is occasionally expected.
THIS POSITION MIGHT BE RIGHT IF YOU
- Share a passion for the outdoors and the beneficial role it plays in people’s lives
- Express curiosity and creativity by taking initiative and be resourceful
- Understand your effect on business targets
- Make a memorable impact by being approachable, respectful, responsible, and joyful
- Value all people for their skills, experience, and unique perspectives
WHAT YOU WILL DO
- Demonstrate a “customer first” mindset and is accessible at all times to ensure every customer has a great experience
- Interact with customers via telephone, email, online chat, or in person to provide support and information on an assigned product, service, project, or task
- Ensure that appropriate actions are taken to resolve customers problems and concerns
- Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments
- Respond professionally and in a timely manner to client requests by phone, fax, mail, e-mail, and in-person.
- Notify customers promptly in regards to product availability & delays in shipments
- Educate customers on our brand story, product offers, and promotions
- Contribute to reporting for the internal sales organization
- Use knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
- Provide consistent feedback loops to stakeholders on projects and developments
- Coordinate activities to ensure advertising and sales programs reach targeted customers in a timely and effective manner
- Assist with preparing and distributing monthly and special mailings
- Responsible for ongoing knowledge of our inventory
- Maintain an efficient ordering system and procedure for managing orders
MUST HAVE
- High school diploma or equivalent
- 4 years customer service
- Extraordinary customer service
- Excellent problem-solving skills
- Basic mathematics and financial knowledge
- Basic knowledge of operating computers, POS systems, and various software packages including MS office
- Ability to learn quickly; creatively solve new problems
- Ability to act with integrity, professionalism, and confidentiality
- Proficient time management skills
- Excellent written and verbal communication skills
- Excellent organizational skills and attention to detail
NICE TO HAVE
- Experience with Japanese language and culture
- Experience with a global brand
- Experience in the outdoor, retail, or apparel industries
PHYSICAL REQUIREMENTS
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift 15 pounds at times
- Communicate effectively with a diverse audience in person, by phone and by computer
THE PERKS
- A creative, fun, and dynamic work environment in beautiful Portland, OR
- Employee discounts on incredible Snow Peak gear
- Health, Dental, PTO, and Retirement Benefits
INTERESTED?
If this sounds like a good fit for you, please send your resume and a cover letter (PDFs) to employment@snowpeak.com. Tell us about the unique value you offer Snow Peak.
Candidates from diverse backgrounds are encouraged to apply. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, gender identity, sexual orientation, marital status or age.