CUSTOMER SERVICE REPRESENTATIVE bei Elevate Outdoor Collective

Description

Who We Are

Elevate Outdoor Collective is an alliance of iconic outdoor and winter sports brands with a specialized focus on skiing, snowboarding and snowshoeing. With each unique brand maintaining its own individual points of view and driving independent innovation, the Collective is fueled with the strength of world-class development facilities and engineers, global distribution channels and committed outdoor lifestyle enthusiasts and experts. Our brands include K2 Skis, K2 Snowboards, Marker, Dalbello, Völkl, RIDE Snowboards, LINE Skis, Backcountry Access, Atlas Snowshoe Co., Tubbs Snowshoes, Madshus and K2 Skates.

With an international portfolio of world-renowned brands recognized as trailblazers in innovation, performance and, most importantly, fun times by active lifestyle enthusiasts across the globe, Elevate Outdoor Collective will continue its mission to progress the culture of each and every outdoor endeavor it represents. As “One Team” backed by world-class development facilities and product engineers, incredibly talented athletes and ambassadors and a top-notch crew of employees who live and breathe the outdoor active lifestyle, Elevate Outdoor Collective is eager to take things to the next level.

Position Overview

As a Customer Service Representative for Elevate Outdoor Collective brands, you'll be the friendly voice our customers hear when they reach out via phone or email. Your role is to ensure every customer has an exceptional experience with our online retail stores. You'll collaborate closely with our e-commerce, web, and marketing teams to enhance the shopping journey and address any customer needs promptly and effectively.

Responsibilities

• Supports all Elevate OC Brands across all North America – K2, Volkl, Marker, Dalbello, Ride, Line, BCA, Atlas, Tubbs, Madshus
• Answer customer phone calls in a timely manner
• Respond to all online order, return and product questions sent via email or online form through our Front contact management application
• Process requests for Return Authorizations, and issue RMAs in compliance with Elevate return window and policies
• Assist customers with delivery issues, misships and pricing errors
• Understand and follow standard operating procedures for order and return management
• Support our Pro account channel by reviewing and approving pro form applications; work closely with the Pro Account Coordinator to understand the criteria and requirements for becoming a pro as well as understanding our tiers and who has access to each. 
• Help Pro customers with any login or access to seeing their approved discounts
• Troubleshoot website issues for all levels of customers ordering from our sites 
• Provide excellent customer service to consumers through strong verbal and written communication skills.
• Understand our product lines in order to assist customers with technical and non-technical questions in support of finding the right product for their needs
• Maintain product knowledge through clinics, company events and industry publications
• Collect, file and maintain documents and details regarding customer contacts; help inform management on reasons for contact and how we can improve our service
• Work closely with the warehouse and credit departments to assure customers are shipped, billed and credited in a timely and accurate manner.
• Communicate regularly with supervisor regarding workload and issues as they arise.

Minimum Qualifications

• High school diploma / GED.  
• Genuine interest and understanding of the Elevate OC collection of products and sports we serve
• Ability to function well in fast-paced environment and meet multiple deadlines
• Ability to work well in a team environment and cross functionally
• Comfortable working independently and staying on task without supervision
• Two years of customer relations experience.
• Experience with Microsoft office; Word, Excel, Outlook.
• Excellent verbal and written communication skills
• Solid time management and project management skills
• Overtime and/or an adjusted schedule may be required in peak season

Preferred Qualifications

• Experience with one or more of the Elevate OC brand collection and/or sporting goods products
• 2-3 years’ experience with outdoor retail sporting goods
• Previous Customer Service Experience

Physical Requirements

•           Ability to see, speak and hear

•           Ability to sit in front of computer for long periods of time

•           Ability to enter data for long periods of time

K2-MDV Sports is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics. View the EEO is the Law poster here http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Qualifications