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Customer Solutions Representative

3 months ago

Seattle, Washington, United States True North Gear Full time
Job DescriptionJob DescriptionSalary: $22.50 to $24.50 per hour DOE

This position can be In Office, Hybrid, or Remote depending upon the needs to the candidate.

Summary of Position:

The Customer Solutions Representative is the "voice" of True North Gear to its customers presenting True North, Dragonwear, and Pack Shack and its products in the best light possible.

Duties & Responsibilities:

  • Provides exceptional service to each customer, every time.
  • Respond to customer inquiries (Order status, dealer locations, product pricing, stock levels) in a timely and accurate manner via: phone, emails (info@; orders@; returns@); and chat.
  • Enter Sales Orders and acknowledge Orders, including:
    • Dealers, Cash Sales, Outlet Store
    • Key accounts
    • Special Sales Orders (promos, samples, wear trials, transfer orders, marketing)
    • OEM and Decorating
    • EDI/SPS
  • Allocate inventory to sales orders according to the backorder report.
  • Update sales order delivery dates and communicate with Customer as needed.
  • Provide required customer service tasks according to key account process specifications.
  • Process Return Merchandise Authorizations (RMAs) and Warranty inquiries.
  • Coordinate freight quotes and transit times with the warehouse team.
  • Coordinate NAFTA inquiries with the warehouse team.

Other duties as assigned.

Professional Requirements:

Education and Work Experience:

  • Customer service experience in retail, hospitality, or call center.

Knowledge and Skills

  • Strong alignment with our organizational values.
  • Entrepreneurial mindset and the ability to be flexible and responsive to changing priorities.
  • Ability to be self-directed and see projects to completion in a timely manner.
  • Excellent interpersonal skills, and a strong customer service orientation.
  • Ability to work collaboratively, exercising good judgment, decision-making, and problem-solving skills to achieve shared goals.
  • Strong verbal and written communication skills combined with the ability to listen deeply and authentically.
  • Strong project management, organizational skills, and attention to detail.
  • Professional phone skills
  • Enthusiasm for providing stellar service and patience when handling tough cases.
  • Driven to find solutions.
  • Ability to put yourself in the customers' shoes and express empathy, building trust and sustainable relationships with customers.
  • High-level of proficiency with Microsoft Office (Outlook, Word, Excel) and ability to adapt to new technologies.
  • Familiarity with CRM systems and practices