DTC Customer Experience Representative

1 week ago


Aurora, Illinois, United States Fjällräven International AB Full time


Fenix Outdoor has a new position available for a Customer Experience Representative to join their team. Be part of providing outstanding customer service to outdoor enthusiasts through their premium retail brands.

This role is within Fenix Outdoor, the parent company that owns the iconic Fjällräven brand.



WHAT THIS ROLE OFFERS
When you become part of the team, you can enjoy numerous benefits:

- A dynamic work environment with dedicated and enthusiastic colleagues
- Opportunities for personal and professional development that will boost your career
- A company that values sustainability and works towards fostering future nature stewards
- Comprehensive benefits package including Medical, Dental, Vision, and more
- 401k with a generous company match
- Financial wellness program, including access to financial coaching and support
- Paid holidays
- Discounts on all Fenix Outdoor brands
- Industry perks and more...
Anticipated wage for this role is $18.50 per hour

ABOUT THE POSITION

You'll play a key role in creating exceptional customer experiences. They are seeking a team member around Denver, CO to handle e-commerce and retail customer inquiries via phone, email, and live chat.

As a Customer Service Representative at Fenix Outdoor, you will deliver outstanding customer experiences for Fjällräven, Royal Robbins, and Hanwag online and retail customers.

You'll be in regular communication with product users and other departments in the company.

Maintaining a positive and helpful attitude is crucial in this role.

Flexibility and a willingness to assist in any way you can will pave the way for your success. Strong time management skills, efficiency, accuracy, and self-motivation are key.

This position will be based in the Aurora office near Denver, Colorado.

WHAT YOU WILL BE RESPONSIBLE FOR
- Addressing customer inquiries, requests, and concerns promptly and professionally via phone, email, and live chat
- Assisting customers with order changes, cancellations, and returns
- Providing product information and resolving shipping, delivery, and payment issues
- Educating customers on product applications, sizing, and helping them choose the right items
- Coordinating with other departments to resolve issues as needed

WHO WE ARE LOOKING FOR

Requirements:
- Previous experience in customer service or retail roles
- Passion for helping and problem-solving for customers
- Commitment to delivering exceptional customer experiences at every touchpoint
- Excellent verbal and written communication skills
- Strong attention to detail and effective task prioritization
- Thrive in a fast-paced work environment
- Proficiency in Microsoft Office tools like Outlook, Excel, and Word
- Ability to build trust and collaborate with team members towards common goals

Preferred Qualifications:
- Bachelor's degree or equivalent education and experience
- Previous experience in the outdoor industry
- Familiarity with ERP systems like Microsoft AX
- Experience with Zendesk

ABOUT THE COMPANY

Fenix Outdoor creates transformative outdoor experiences by offering a range of products and specialty outdoor retail stores in multiple countries.

The company enables people to fully enjoy the outdoors.
Their portfolio includes Fjällräven, Primus, Hanwag, Tierra, and Royal Robbins. The European retail outlets cater to outdoor enthusiasts by providing the right gear and apparel for every adventure stage. Their shared service operation backs their companies, teams, and global business.

Operating across 20 countries, Fenix Outdoor cherishes their diverse international heritage that defines the organization.

They are a team of nature enthusiasts with varying levels of experience, united in their love for the outdoors.

Whether in a city park or scaling a mountain peak, preserving the environment is a top priority.

After all, nature is their business.
They consist of buyers, e-Comm specialists, marketers, sales staff, and more. In nature, they are all equals.

READY TO EMBARK ON THIS JOURNEY?
If you are interested, fill out their brief online application to explore this opportunity further.

Fenix Outdoor promotes diversity and continuously works to establish an inclusive workplace for all employees.

They offer equal employment opportunities irrespective of background, ensuring a safe, fair, and supportive work environment where all employees can thrive.



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