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E-commerce Customer Support Specialist

2 months ago

Aurora, Illinois, United States Fjällräven International AB Full time


Fjällräven International AB is seeking a dedicated Customer Experience Representative to enhance our service delivery to outdoor enthusiasts through our esteemed retail brands.

This role is integral to our commitment to providing exceptional customer service and support.



BENEFITS OF WORKING WITH US
As part of our team, you will enjoy a range of benefits that contribute to your overall well-being and professional development.

Here’s what you can expect at Fjällräven:

- A dynamic work atmosphere with enthusiastic colleagues
- Opportunities for personal and professional advancement
- A company that prioritizes sustainability and fosters future guardians of nature
- Comprehensive medical, dental, and vision coverage
- 401k plan with a generous employer match
- Financial wellness initiatives, including access to coaching and loans
- Paid holidays
- Discounts on all Fjällräven products
- Additional industry discounts and more...
The expected compensation for this role is $18.50 per hour.

ROLE OVERVIEW

In this position, you will play a key role in delivering outstanding customer experiences. We are looking for a candidate to manage e-commerce and retail customer inquiries through various communication channels.

As a Customer Service Representative at Fjällräven, you will ensure a high level of service for our Fjällräven, Royal Robbins, and Hanwag customers.

Maintaining a positive and helpful demeanor is essential in this role.
Flexibility and a proactive approach will be crucial to your success. Strong time management skills will enable you to work efficiently and independently.



KEY RESPONSIBILITIES
- Address customer inquiries, requests, and concerns through phone, email, and live chat in a professional and timely manner
- Assist customers with modifications, cancellations, and returns of their orders
- Provide information regarding our products
- Investigate and resolve issues related to shipping, delivery, and payments
- Educate customers on product applications and sizing, helping them choose the right items
- Facilitate interdepartmental communication as needed to resolve customer issues

QUALIFICATIONS
Essential:
- Experience in a customer service or retail environment
- A passion for assisting customers and solving their problems
- Commitment to delivering exceptional customer experiences
- Strong verbal and written communication skills
- Attention to detail and effective task prioritization
- Ability to thrive in a fast-paced environment
- Proficiency in Microsoft Office Suite, including Outlook, Excel, and Word
- Ability to build trust and collaborate with team members

Preferred:
- A Bachelor's degree or equivalent experience
- Previous experience in the outdoor industry
- Familiarity with ERP systems such as Microsoft AX
- Experience using customer service platforms like Zendesk

ABOUT FJÄLLRÄVEN

At Fjällräven, we are dedicated to creating transformative experiences in nature by offering a comprehensive range of products and specialized outdoor retail stores across multiple countries.

Our mission is to enable individuals to enjoy the great outdoors.

Our portfolio includes renowned brands such as Fjällräven, Primus, Hanwag, Tierra, and Royal Robbins. Our retail outlets cater to outdoor enthusiasts, providing them with the necessary tools and apparel for every stage of their journey. Additionally, our shared service operations support our teams and businesses globally.

We operate in 20 countries and value the diverse and unique heritages that enrich our organization.

We are a team of nature enthusiasts, committed to sustainability and responsible stewardship of the environment.