Customer Service Representative

About the role

Provide excellent customer service, warranty, and technical support directly to our customers. Assist customers with all orders, product, and return related inquiries. Assist web and marketing team in assuring a smooth and positive customer experience on our website. Be a customer advocate and understand our brand voices.

Responsibilities

• Achieve company financial objectives through proactive sales order entry and management
• Answer incoming phone calls from consumers through our ACD (automatic call distribution) lines in a timely and professional manner
• Respond to emails from consumers within our shared application, Front, in a friendly and timely manner
• Provide excellent customer service to consumers through strong verbal and written communication skills
• Understand technical and non-technical aspects of multiple product lines, including marketing programs, spare parts available for use/purchase and best use practices
• Understand and follow standard operating procedures for order and return management
• Collect, file and maintain documents and correspondence from customers
• Work closely with Credit dept for the timely release of orders and customer reconciliation issues
• Maintain product knowledge through clinics, sales meetings, trade shows and industry publications
• Process requests for Return Authorizations (issue RA#s) in compliance with K2 return and warranty policies
• Anticipate, analyze, define and solve problems in a timely manner, including delivery issues, misships, and pricing issues
• Communicate extensively with supervisor regarding workload and issues as they arise

Qualifications

Minimum of 1-2 years customer service experience (retail, online and/or call center). Genuine interest and understanding of K2 products and sports we service. Advanced skills in MS Windows applications, particularly Excel, Word, and Outlook. Experience with MRP systems a plus. Consistent sense of urgency required. Ability to work well in a team environment and cross functionally. Detail oriented, conscientious, and self-motivated. Excellent follow through and persistence. Excellent time management skills. Ability to prioritize, multitask and escalate when needed. Initiative to improve processes.

Desired Qualifications

• Bachelors’ Degree or related experience
• 3-5 year’s experience with outdoor retail sporting goods