Customer Experience Representative - DTC

About the role

Fenix Outdoor North America is seeking a Customer Experience Representative to join our DTC Customer Service team in Aurora, Colorado. This role is with Fenix Outdoor, the parent company of Fjällräven.

Responsibilities

• Respond to customer inquiries, requests, and concerns via phone, email, and live chat in a timely and professional manner
• Aid customers with order changes, cancellations, returns, and product-related questions
• Research and resolve shipping, delivery, and payment issues
• Educate customers on technical product application, sizing, and general use to help them select the right items for their needs
• Facilitate communication between departments as needed to resolve customer issues
• Contribute to a positive, solution-oriented team environment by jumping in to help where needed

Requirements

• Experience in a customer service or retail role
• A genuine love of helping customers, solving problems, and creating positive experiences
• A strong belief in delivering exceptional customer service at every touchpoint
• Clear and effective written and verbal communication skills
• Excellent attention to detail and strong time management skills – you can prioritize effectively and work efficiently
• Comfort learning, navigating, and mastering multiple systems and tools
• Enthusiasm for fast-paced environments and working toward ambitious goals
• Technical proficiency, including comfort with Microsoft Office (Outlook, Excel, Word)
• Ability to build trust and positive relationships with teammates
• A mindset focused on continuous improvement – for customers, for coworkers, and for the company

Qualifications

• Bachelor’s Degree or equivalent combination of education and work experience (preferred but not required)
• Previous retail or customer service experience in the outdoor industry (preferred but not required)
• Experience using ERP systems (especially Microsoft AX) (preferred but not required)
• Experience with Zendesk (preferred but not required)

Skills

• Exceptional customer service skills
• Strong problem-solving abilities
• Effective communication skills
• Attention to detail
• Time management
• Technical proficiency with Microsoft Office
• Ability to build trust and positive relationships
• Continuous improvement mindset

Benefits

• A stimulating work environment with passionate, enthusiastic co-workers
• Opportunities for personal and professional growth that will elevate your career
• A company that treasures sustainability and acts to create future stewards of nature
• Medical, Dental, Vision, Critical Illness, Accident coverage
• 401k with generous company match
• Generous schedule of company-paid holidays
• Product discounts on all Fenix Outdoor brands
• Industry discounts and more...

Pay and Schedule

$19.50-$21.75 per hour

Schedule

Full-time

About Us

Fenix Outdoor is an international group of premium outdoor brands (including, Fjällräven, Royal Robbins, Hanwag, and Devold of Norway) united by a shared mission: to enable all people to experience and protect nature. From our Nordic heritage to our North American headquarters in Colorado, we’re committed to designing and distributing durable, responsibly made gear that inspires life outdoors. Sustainability, integrity, and respect for nature guide everything we do, from the products we create to the way we work together as a global team.

Interested?

If you're energized by helping people, thrive in a collaborative environment, and want to represent brands rooted in sustainability and quality, we'd love to hear from you. Apply today to help create customer experiences that connect our community to life in the outdoors.

About Fjällräven North America

In 1960, Åke Nordin founded Fjällräven in his basement in the town of Örnsköldsvik in northern Sweden. Today, the company's timeless, functional, and durable outdoor equipment enjoys a global presence and can be found in over 70 countries. Fjällräven's product range includes outdoor clothing and accessories for men and women as well as backpacks, tents, and sleeping bags. As a company, Fjällräven makes every effort to act responsibly towards people, wildlife, and the environment and to encourage people to take an interest in outdoor life.