prAna Customer Experience Associate

2 months ago

Carlsbad, United States Columbia Sportswear Full time

prAna Customer Experience Associate

****

prAna Customer Experience Associate

**CLOTHING FOR POSITIVE CHANGE (C4PC)**

From the farm to the factory to our closets, we all have an opportunity to create positive change through clothing as we work to fundamentally change the way clothing is made.

Consider prAna, where you can transcend the current trends and demand more from your wardrobe and your employer; where you can help an enthusiastic and loyal audience celebrate the outdoors and their own unique style; and where you can help lessen our impact on the planet and its people every day.

**ABOUT THE POSITION**

Our Customer Experience team is responsible for providing customer service support by telephone and email and delivering exceptional service to create and retain loyal and lifelong prAna customers.

As a Part-Time Customer Experience Associate, youll be responsible for all customer contacts and must communicate with our customers with empathy and passion for the brand. Contacts may include inquiries such as placing orders, assisting with existing orders, warranty, billing, shipping, and general customer questions. Our ideal team member is patient, flexible, and enjoys interacting with customers to help resolve issues while building brand loyalty.

Youll work in a fast-paced environment requiring the ability to maintain a calm and professional composure. Youre able to work on the phone and computer for the majority of the day and you are a team player with a positive and supportive attitude.

**HOW YOULL MAKE A DIFFERENCE**

**Customer Service & Sales**

* Interface directly with customers via phone, email or social tools.

* Prepare for customer inquiries by studying products, services, and customer service processes.

* Help customers adjust information regarding their orders and account. This includes providing product information and suggestions.

* Respond to customer inquiries by understanding the inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.

* Enter/document inquiries and responses in customers accounts.

* Improve quality of service by recommending improved processes; identifying new product and service applications.

* Provide returns and warranty information, as needed.

* Upload and adjust online orders. Ensure fulfillment by following up on order turnaround and back orders.

* Update and charge credit card info as needed.

**Department / Team Support**

* Help maintain systems for Customer Experience Department by reporting system issues to direct supervisor.

* Perform operational tasks associated with order tracking and fulfillment, refund assistance, and processing of credits and gift cards.

* Develop and maintain expert knowledge of current, past, and future product lines.

**YOU ARE**

* Customer-oriented, with excellent customer service skills

* Positive, with a friendly attitude and demeanor, in person and by phone

* A reliable team-member

* An excellent verbal and written communicator

* An active listener

* A problem-solver & multi-tasker

* Attentive to detail and accuracy

**YOU HAVE**

* Minimum 1-year experience in customer service

* Knowledge of Zendesk or other customer support/ticketing system preferred

* Direct to Consumer, specifically supporting Retail or an eCommerce business preferred

* High school diploma, general education degree or equivalent

*This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the position's scope and function in the company.*

EEO/AA Employer/Vets/Disabled/Race/Ethnicity/Sex/Sexual Orientation/Gender Identity/Age

*This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the positions scope and function in the company.*

At Columbia Sportswear Company (CSC), we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. CSC believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. All employment is decided on the basis of qualifications, merit, and business need.

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