Customer Experience Representative

2 weeks ago

Aurora, United States Fjällräven North America Full time
Join our team at Fenix Outdoor and help us connect adventurers with the gear they love

As a Customer Experience Representative for our Direct-To-Consumer team, you'll play a vital role in ensuring people have unforgettable experiences with our premium outdoor brands. You'll be an ambassador for our company, providing exemplary customer service to outdoor enthusiasts.

This position is with Fenix Outdoor, the parent company of our iconic Fjllrven brand.

WHAT WE OFFER

When you join us, you are offered several great benefits. Here are some things to expect at Fenix Outdoor:
  • A stimulating work environment with passionate, enthusiastic co-workers
  • Opportunities for personal and professional growth that will elevate your career
  • A company that treasures sustainability and acts to create future stewards of nature
  • Medical, Dental, Vision, Critical Illness, Accident
  • 401k with generous company match
  • Financial wellness program, including access to financial coaching and loans
  • Company Paid holidays
  • Product discounts on all Fenix Outdoor brands, including Fjllrven, Royal Robbins, and Hanwag
  • Industry discounts and more...
The anticipated wage for the position is $18.50-$20.00 per hour

ABOUT THE ROLE

As a Customer Service Representative for Fenix Outdoor, you will provide exceptional customer experience for Fjllrven, Royal Robbins, and Hanwag online and retail customers. You will regularly communicate with product users and other internal departments through phone, email, and live chat.

Maintaining a positive, helpful attitude is imperative in this position. Flexibility and a willingness to help in any way possible will pave your path to success You will also rely heavily on time management skills, including working efficiently and accurately and being self-motivated.

This position is in-person at our Aurora office near Denver, Colorado, and reports to the Supervisor of DTC Customer Experience.

WHAT YOU WILL DO
  • Provide exceptional customer service: Respond to customer inquiries; process order changes, cancellations, and returns; and resolve issues in a timely manner with a positive, professional attitude
  • Become a product expert: Educate customers and answer questions about our products, help users select the perfect gear for their needs, and assist with technical questions
  • Collaborate: Work closely with the team and other departments to ensure a seamless customer experience and a supportive work environment
  • Communicate effectively across phone, email, and live chat
  • Research and resolve shipping, delivery, and payment issues
WHO YOU ARE

Requirements:
  • Based on your prior customer service or retail experience, you have found a love of helping people and have a knack for building strong relationships
  • You are a problem-solver who thrives on finding solutions
  • You have strong communication skills, and effectively communicate with customers and colleagues both verbally and in writing in a clear, concise manner
  • You pay attention to details and are organized, accurate, and able to prioritize tasks effectively
  • You are comfortable in Microsoft Office, including Outlook, Excel, and Word
Preferred, but not required:
  • You have a Bachelor's degree or equivalent education and work experience
  • You have previously worked in the outdoor industry
  • You are familiar with using ERP systems such as Microsoft AX
  • You have experience with Zendesk

ABOUT US

At Fenix Outdoor, we create life-altering experiences in nature by providing a full range of products and specialty outdoor retail stores across several countries. Our iconic brands include Fjallraven, Hanwag, Tierra, and Royal Robbins. From our retail stores to our global operations, we're dedicated to providing the tools and inspiration for unforgettable outdoor experiences.

We're a diverse team of nature enthusiasts committed to sustainability and creating a positive impact on the world. Whether you're a seasoned explorer or just starting your journey, we offer a rewarding career in a dynamic environment.

READY TO JOIN OUR TREK?

We'd love to learn more about you Complete our short online application before December 23 to learn more about this opportunity.

Fenix Outdoor is committed to continually striving to create and promote a diverse and inclusive workplace for all employees. We provide equal employment opportunities. Our goal is to create a safe, fair and friendly work environment where everyone feels welcome and can thrive.

Department Customer Experience Locations Aurora, Colorado, United States

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