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Customer Service Representative

 

Posted by Oberlap North America on 07/19/2021


Job Basics

Industry Sector: Lifestyle, Outdoor, Snow

Job Categories: Customer Service

Company Type: Accessories, Apparel/SoftGoods, HardGoods/Equipment

State: CO

City: Boulder

Country: United States

Required Experience: 1 - 3 years


Contact Name: Connor Miles

Job Type: Full Time

Salary: $15-$17 per/hour

Required to Relocate: Yes

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:


Job Description & Requirements

Oberalp North America (ONA) is a wholly owned subsidiary of the Oberalp Group––a design & innovation focused outdoor sport company headquartered in 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 four premier mountain sports brands within the Oberalp Group––SALEWA, DYNAFIT, WILD COUNTRY, and POMOCA.  ONA also handles the operations, distribution, and customer service functions for the EVOLV climbing brand.

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.

JOB DESCRIPTION

Job title: Customer Service Representative

Div./B.U./Department: Customer Service

Direct Supervisor: Customer Service Supervisor

Functional Supervisor: n/a

Location: Boulder, Colorado

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.

• 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

QUALIFICATIONS / KNOWLEDGE / EXPERIENCE REQUIRED

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

• Strong organizational and computer skills (including Microsoft Office and general computer proficiency). ERP (Navision) and ZenDesk experience preferred.

• College degree preferred

• A passion for success, a positive and friendly attitude, and a tireless work ethic are all a must

• Love of the outdoors.  A specific passion for mountain sports such a backcountry skiing, climbing, and mountaineering is a plus.

 

COMPENSATION

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.


About Oberlap North America

Oberalp was founded in 1981 by Heiner Oberrauch to distribute clothing and other sports products in the Italian market. 38 years later, we have around 700 employees. And we are known for building great brands that make the highest quality technical mountaineering products.