Join our growing team of E-Commerce Customer Service Representatives. This position is the customer-facing point of contact for Jones, #Yes and ThirtyTwo. Responsibilities include answering customer inquiries via phone, email and chat, solving customer issues, and processing orders and returns in a fast-paced environment.

The ideal E-Commerce Customer Service Rep prides themselves on their excellent customer service skills as well as efficiency in performing tasks independently in a fast-paced environment. This person must be able to implement and uphold our policies and procedures, solve issues quickly, work efficiently, and be able to respond to customer inquiries in a timely manner while offering exceptional customer service.

Tasks

• Manage a large amount of incoming phone calls, emails and chat messages related to product inquiries, warranty claims and E-commerce in a professional, timely manner.
• Resolve product or service problems by clarifying the customers issues, selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Build relationships and trust with customers through open and interactive communication
• Process sales orders, returns, and refunds.
• Work closely with our customer service manager and warranty manager to ensure all areas of the business are operating smoothly throughout the course of the season.
• Learn and use Nidecker US’s ERP system and various plugin platforms from our service providers
• Fulfill all spare parts orders and assist in occasional warranty claims and processes.
• Assisting sales manager in certain tasks from shipping projects to inventory and sale of demo and closeout products.
• Misc. Clerical Duties

Requirements

Education and Experience

• 2+ years of relevant industry work experience, preferably in snowboard retail
• Extensive knowledge and understanding of snowboarding, gear, and knowledge of the snowboard industry

Skills and Abilities

• Experience with Netsuite, Shopify, and Gorgias a plus
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Able to type 60 words per minute
• Personable, willingness to learn and a good sense of humor
• Ability to multi-task, prioritize and work under pressure
• Excellent written and verbal communication skills
• Must be available through holiday peak season November through January