Micah Schindelheim: Customer Service Rep II / Operational Admin in Portland, OR

-Daily inspection of web orders from website, ERP, & 3PL, and back through the systems. -Monitor and resolve order to product allocation inaccuracies and address validation errors. -Ensure all web orders are invoiced/closed and proper pricing is reflected on customer’s account. -Build and present monthly surveys of rep customer satisfaction metrics and returns statistics for US, CAN & EU website.

E-Commerce Sales -Assess customer’s needs relating to Dakine’s product selection; surf, snow, windsurf, kite, and bike. -Confidently communicate product knowledge and answer customer inquiries. -Guide customers through website from product selection, order completion & warranty questions. Customer Service -Execute a “can do” attitude while practicing tolerance, patience, and empathy to help support direct consumers. -Daily management of customer queries related too; sales, order information, returns, shipping, and complaints. -Set up orders, returns, exchanges, & help resolve issues/problems. -Manage customer communications by e-mail, phone, & product reviews. Returns -Communicate with warehouse and match existing RAs to orders. -Manually input RAs to back end CRM management system. -Communication with customers regarding incorrect returns or used product. Warranty -Screen & review warranty claims submitted by customers through e-commerce site. -Communicate company’s warranty policies while working with customer to have a positive experience. -Act as the liaison from front-line customer experiences to the product line managers.

- Represent a brand in a positive manner, and by doing so help increase awareness & sales. - Interact with customers in a retail environment while sampling products. - Communicate product information about quality, value, and promotion. - Follow OLCC guidelines & procedures.

Marketing Coordinator -Responsible for initiating creative marketing avenues & activities. -Build, design, & edit marketing material through pamphlets, photos, videos, blogs, newsletters, & viral campaigns. -Ensure company message is consistent over media outlets Sales & Customer Service -Oversee daily B2C & B2B orders are accurately and shipped systematically. -Establish customer rapport and identify customer’s preferences. -Monitor daily e-mails/phone calls with customers to provide a positive buying experience. Web Development -Build & manage website development through WordPress -Ensure accurate and up to date information is displayed on the website -Track customer reports; sales, visits, & traffic history.

-Ensured each park feature was safe and reasonable for the general public. -Communicated between hand crew and grooming changes/updates for the park each day. -Created media updates using pictures & video regarding terrain park use. -Used viral information to build customer base and listen to customer feedback. -Provided leadership, motivate, manage, train, solve problems, and represent in external/internal meetings.

Sales & Customer Service -Conducted B2B & B2C sales with existing and new customers. -Identified customer’s needs and preferences relating to our product selection. -Communicated and implemented sales techniques with clients through e-mail, phone, and face time. -Exercised sales objectives for monthly, quarterly, and yearly goals. Marketing & Ad Design -Design & created marketing campaigns for the website and e-mail newsletters. -Generated product pictures using the Adobe Suite Series. -Help guide the redesign and launch of company’s website. Shipping & Receiving Clerk -Routed inbound and outbound shipping to businesses and customers. -Successfully navigated domestic & international shipments. -Utilized UPS, Fedex, & USPS as shipping services. -Built and shipped customer orders and verified that the orders were correct.