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[NUS] Customer Service Representative

3 months ago

Truckee, United States Nidecker Group Full time

Join our growing team of E-Commerce Customer Service Specialists. This position is the customer-facing point of contact for all e-commerce customers for Jones Snowboards and Yes Snowboards. 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, 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.
  • Clerical Duties
Requirements
  • 2+ years of relevant industry work experience, preferably in snowboard retail
  • Extensive knowledge and understanding of snowboarding and the snowboard industry
  • Experience with Netsuite, Shopify, and Re-Amaze 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 October through January