Customer Experience Representative - DTC
About the role
Fenix Outdoor North America is seeking a motivated, high-energy customer service representative to join their DTC Customer Service team in Aurora, Colorado. This role is with Fenix Outdoor, which includes the iconic Fjällräven brand.
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
- Provide educational assistance on technical product application, sizing, and general use to help customers choose appropriate items
- Communicate between departments as needed to resolve customer issues
- Contribute to a positive, solution-oriented team environment by assisting 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
- 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
- Preferred (but not required): Bachelor’s Degree or equivalent combination of education and work experience
- Previous retail or customer service experience in the outdoor industry
- Experience using ERP systems (especially Microsoft AX)
- Experience with Zendesk
Skills
- 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
Benefits
Click here to learn more about Fenix Outdoor benefits like:
- 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
- 401k with generous company match
- Generous schedule of company-paid holidays
- Product discounts on all Fenix Outdoor brands
- Industry discounts and more...
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.