Customer Service Representative

3 days ago

Lebanon, United States Tecnica Group USA Corporation Full time
Hello We're so glad you found us A little bit about who we are.

Tecnica Group is a leading sport equipment manufacturer in the winter sports equipment and footwear markets. Our vision is to inspire an active outdoor life and our mission is to create amazing experiences through outstanding products.

With 60 years in business, Tecnica Group North America Group has employees in the U.S. and in Canada. We're part of a broader organization of 3400+ employees working in 10 countries across Europe, North America, and Asia. The family of brands includes Tecnica, Blizzard, Nordica, Rollerblade, Lowa and Moon Boot. Building on the company's rich history and new growth, the company strives to provide a workplace culture that supports wellness and welcomes people from a diversity of backgrounds and lived experience. Learn more here.

Tecnica Group North America places a premium on service excellence. This approach is central to our ongoing success, and our ability to continue growing will be driven by the effectiveness of our dealer services' capabilities. You will be responsible for enhancing our dealer relationships through optimized processes, and new technologies that support our broader business objectives. In this role, you are responsible for delivering the highest level of service to our customers.

Job Purpose:

Dealer Service Specialists will promote our Moon Boot Brand and deliver the highest levels of service to our North American B2B customers. This role ensures we provide an exceptional omni-channel service to our B2B Customers with every interaction. This position combines strong communication, problem-solving, and product knowledge to provide exceptional service and support.

Duties & Responsibilities:
  • Serve as the first point of contact for our B2B customers and Territory Managers
  • Address inquiries and resolve issues regarding orders, products, pricing, and returns. Ensure swift resolution while maintaining a high level of professionalism and customer satisfaction
  • Ensure high-quality and efficient service while managing daily tasks
  • Foster strong relationships with B2B customers and sales Territory Managers by providing consistent and proactive support. Regularly check in with our B2B customers to assess satisfaction and address any evolving needs
  • Work closely with the sales and product teams to ensure our B2B customers have the latest product information, pricing updates, and promotional materials. Collaborate on strategies to improve customer retention and sales
  • Apply a customer-centric mindset to ensure an exceptional experience for our B2B customers and sales force, including B2B, Phone System and BI Tool
  • Identify, contribute, and participate in continuous process improvement
  • Support other brands in the portfolio (Alpine | Rollerblade) as determined by future business needs

Team Leadership:

  • Support team members as needed to achieve individual, department and company goals
  • Maintain a positive working environment both within the department and Group-wide
  • Provide support, guidance, and training to other members of the team

Qualifications and Education Requirements:
  • High School diploma or GED
  • 3+ years of experience in a customer service environment, Fashion / apparel / footwear experience a plus.

Computer Skills:
  • Knowledge of Microsoft 365 software.
  • Comfortable learning new processes and software (ERP, BI tools, B2B Platforms, etc.); experience with Salesforce and/or SAP are a plus.

Additional Skills:
  • Productive time management and organizational skills
  • Demonstrated ability to work autonomously and take ownership of the Moon Boot brand within the scope of the role
  • Demonstrated ability for accuracy, thoroughness and attention to detail
  • Comfortable working with evolving digital systems and tools
  • Ability to prioritize in a dynamic and highly variable environment
  • Sense of urgency: self-starter and able to meet expectations in a fast-paced environment
  • Maintain an organized, efficient and functional workspace for the department

This role is currently considered a hybrid position based in our West Lebanon, NH offices. The requirement is that this position generally works in the office 3 days a week, with the ability to work onsite more during peak season based on business needs.

Physical Requirements:

Requires occasional travel via automobile or air to Tecnica Group offices and in-market company events. General administrative tasks include sitting or standing at a desk, typing and the use of a computer. Work activities may include climbing, bending, stooping, and kneeling - and may require sitting for extended periods of time. May require some lifting (up to 50 lbs.).

We look forward to getting to know youLearn More

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