Consumer Warranty Representative
Posted by Sea to Summit on 02/28/2019
Job Basics
Industry Sector: Outdoor
Job Categories: Customer Service
Company Type: Accessories
State: CO
City: Boulder
Country: United States
Required Experience: 1 - 3 years
Job Type: Full Time
Salary:
Required to Relocate:
Required to Travel:
Employee May Telecommute: No
Job Seeker Must Live Within: 25 miles
Job Description & Requirements
Sea to Summit is seeking someone stellar to join our growing team in Boulder, Colorado as the Consumer Warranty Rep. This position is the first point of personal contact that Sea to Summit’s customers will have for product and warranty questions. The person in this role will be primarily responsible for engaging with consumers via email and phone in a professional and timely manner. This position will also be customer facing and the role will include welcoming and assisting guests as they come into the building. The ideal candidate has an affinity for working one on one with consumers and their product and warranty needs. They also have a passion for technical product knowledge and enjoy sharing their expertise with the goal of ensuring that consumers are genuinely satisfied (or ideally blown away) with their Sea to Summit experience.
Tasks and Responsibilities:
- Respond to consumer emails, letters, and calls, providing accurate and timely answers to their product questions, comments or concerns
- Maintain a professional and courteous relationship with consumers to engage them and to truly understand their product needs
- Handle all incoming consumer warranty requests
- Create and analyze quarter reports about warranties processed
- Manage all aspects of product returns including issuing of R.A.s, receiving and examining returns, logging the warranty details, and issuing credits or replacements as deemed appropriate
- Communicate frequently with internal departments for timely resolution of issues so the service expectations of the consumer are met or exceeded
- Provide answers to technical product questions and assist consumers with product selection
- Respond to all messages from consumers on social media
- Develop a comprehensive understanding of all Sea to Summit products
- Serve as one of the in house product training specialists
- Answer general incoming phone calls and transfer to the appropriate team member
- Oversee prodeal questions, applications and assist with orders.
- Maintain stock and availability of the employee gear library and spare parts for products
- Assist E-commerce Manager with updating website pages
- Process all returns for drop ship accounts as well as direct to consumer orders
- Interface with Australian counterparts for information about rolling changes to products
- Assist with data entry and general customer service functions as needed
- Assist with other duties as assigned
Qualifications:
Additional information:
This is a full-time position; our business hours are 8:00 AM-5:30 PM Monday through Friday. Pay range is competitive and is based on experience and qualifications. Benefits include health insurance, 401K and employer paid pensions, vacation and holidays and a dog friendly, casual work environment.
We are looking to fill this position immediately. To apply for the position, please submit your resume, cover letter and pay requirements to jobs@seatosummit.com. Also, tell us everything about your favorite piece of gear, and why it’s your favorite. Describe to us how would you tell someone who doesn’t know anything about that type of gear about it?
- Two years of experience in a customer facing role
- Experience in a consumer warranty relations role or specialty outdoor retail sales is highly preferred
- Excellent written and verbal communication skills
- Have experience writing concise and engaging emails
- Comfortable and professional when speaking with consumers on the phone
- Have a friendly and positive attitude
- Aptitude for learning and understanding technical product information
- Strong understanding of technical aspects of outdoor equipment and technical product knowledge
- Possess strong organizational skills and be highly detail oriented
- Critical thinking skills
- Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF
- Experience with data entry in an order management system - SAP ERP or CRM is a plus
- Self-motivated and takes initiative
- Flexible and adaptable when facing changing priorities in a fast paced environment
- Ability to solve problems and bring new ideas to the team
About Sea to Summit
Sea to Summit is an innovative design and product development company that engineers a wide range of intuitively simple products that help make time in the outdoors fun, efficient and comfortable. Outdoor enthusiasts and active travellers purchase our products in over 60 countries through diverse retail channels. In our 36 years of operation, Sea to Summit has become an award-winning global brand, recognised internationally as an industry leader in product design and business innovation.
Sea to Summit
Significant growth and international recognition haven diminished our start-up spirit though still a highly creative, fully collaborative team with a radically innovative approach that mirrors the hungry, young company of our roots.
We'e a dynamic business with offices in Australia, Germany, China and Hong Kong.
