The Bicycle Industry Jobs Marketplace

Service Center Specialist I


Posted by Black Diamond Retail, Inc. on 02/15/2021

Job Basics

Industry Sector: Outdoor

Job Categories: Customer Service

Company Type: HardGoods/Equipment

State: UT

City: Salt Lake City

Country: United States

Required Experience: 1 - 3 years

Job Type: Full Time

Salary: Competitive

Required to Relocate: No

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

The Service Center Specialist I will assist the Service Center Supervisor by processing, tracking, repairing and replacing customer returns. Concisely and professionally respond to customer and fellow employee product questions. Pursue opportunities to inform customers on new products and upsell whenever possible. Exercise judgment in financial and customer relation related matters to resolve conflict and maintain brand loyalty. Must be an outdoor enthusiast with knowledge in all platform products used in order to maintain and project BD image to our customers.

Essential Functions:

  1. Responsible and authorized to perform repairs on customer returns, such as (but not limited to) boot repairs, binding repairs, other ski equipment repairs, tent repairs, backpack repairs, and climbing equipment repairs.
  2. Responsible and authorized to efficiently handle walk-in customers regarding returns and repairs of BD product, as directed by Supervisor.
  3. Responsible to do preliminary receiving of returns & make preliminary judgment regarding disposition of return (replace, repair, deny claim) and stage return by day's end. Responsible and authorized to pack and ship all repairs to customers.
  4. Responsible and authorized to disposition and maintain non-repairable product, tools, and materials in a neat and organized fashion; to notify QA to examine and destroy returns.
  5. Responsible and authorized to accurately assess and collect defective returns related data for use in closed-loop PLM analysis
  6. Acquire an extensive base of knowledge of all products for each brand on the Black Diamond platform.
  7. Responsible and authorized to follow all ISO guidelines in accordance with BD Quality procedures.
  8. Responsible and authorized to act as public liaison and project the appropriate image for all BD including customers.



  • Required: High School diploma.
  • Preferred: Military experience, some college, or bachelor's degree.

Work Experience:

  • Required: 0-3 years of customer service.
  • Preferred: Additional mechanical/repair equipment experience and customer service and or retail sales experience including phone and email correspondence. One year experience in ski shop repairs. Must be an active climber and skier.

Skills and General Experience:

  • Excellent written and verbal communication skills are mandatory. Able to operate repair equipment for boots, ski equipment, tents, apparel, backpacks and some climbing equipment tools. Articulate, friendly and able to courteously help all customers with repairs and returns. Well organized and detail oriented. Must have good customer relations skills especially the ability to deal pleasantly and efficiently with conflict.

At BD, benefits begin on the first of the month following your date of hire with a generous portion of medical and dental paid for by BD. You also will get employer paid life insurance, Short and Long-Term Disability, as well as other wellness benefits, 401k, vacation and wellness time off, and company paid holidays. If that isn't enough, we are also a pet-friendly workplace with a casual dress code! If your passions are also in the outdoors, then you will also enjoy employee discounts on BD gear and apparel.

Black Diamond Equipment, Ltd is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex; including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Black Diamond Equipment HR representative.

Apply Here


About Black Diamond Retail, Inc.

Black Diamond Equipment’s heritage goes back to 1957, when we started selling hand forged climbing gear from the trunk of a car in the Valley. Six decades later, the Black Diamond brand is a global Outdoor Industry leader—known for engineering and manufacturing the world's best climbing, skiing and trekking equipment. With our global sales, marketing and manufacturing headquarters located at the foot of the Wasatch Mountains in Salt Lake City, Utah, we are always looking for highly talented and self-motivated people that share our love for chasing adventurous outdoor pursuits, as well as building the absolute best gear to get you there. Learn more about Black Diamond Equipment work opportunities here: