Job Description
Consumer Service Representative
EXEMPT/NON-EXEMPT Non-Exempt
FULL-TIME/PART-TIME Full-Time
LOCATION Des Moines, WA
Since 1981, Outdoor Research has been building award-winning outdoor clothing and gear. We stand behind every product we make with the Outdoor Research Infinite Guarantee® warranty. Find out how we were born from our founder Ron Gregg’s research-led approach to problem solving, and discover the origins of our first products in Our Story. Discover our roots in U.S. manufacturing, our legacy in Made in the USA tactical gloves, and our response to the COVID-19 pandemic with the development of face masks and medical-grade personal protective equipment in Protection. Learn about our product processes using recycled materials, how we enforce the safety and wellbeing of our workplaces, and our commitment to all people and the planet in Responsibility. Meet some of our community members who work to create safe, accessible, and equitable outdoor spaces in our Community Partnerships and our Ambassadors. We’d be thrilled to have you join the team and find your Career at Outdoor Research.
Location: Des Moines, WA, Hybrid 3 days In House
Compensation: $18.00- $19.00 hourly
About this role
Outdoor Research is looking for an energetic, customer-focused individual to join the Consumer Service team. This position reports to the Customer Experience Director and works closely with the Customer Experience Manager as well as the rest of the Consumer Service team. A Consumer Service Representative handles consumer phone and email inquiries about our products, orders, returns, warranty claims and .com interactions. We focus on doing this in a timely, accurate, and professional manner.
We pride ourselves on having some of the best customer services around. The ultimate responsibility of the Consumer Service Representative is to deliver an extraordinary experience to all internal and external customers.
What you will do
- Respond in a timely, professional, and positive manner to all forms of inquiries regarding Outdoor Research orders and products. Including but not limited to product availability inquiries, product information, shipping status, warranty/returns, etc.
- Assist customers in all warranty-related inquiries; gather all info from customers, build return information in the system, and set up the customer with a comparable replacement product.
- Provide detailed input to customers to find the best product for their needs and help them build their order.
- Through communications from Ecommerce Marketing and Sales managers, keep up to date on all site deals and promotions; communicate details to customers as needed. As well as communicating any errors reported by customers, back to the Ecommerce team.
- Process returns and exchanges per department procedures, using proper codes to categorize reason for return correctly. Proactively communicate persistent quality control issues within the department and to other departments as necessary.
- Prioritize daily tasks and projects to accomplish job duties on time and with a high level of accuracy.
- Gain in-depth knowledge and understanding of all Outdoor Research products and the brand story through participation in on-site and off-site product training events and clinics.
POSITION REQUIREMENTS
What you should bring to the table:
- High School Diploma or equivalent experience
- Strong organizational and problem-solving skills, flexibility, and the ability to work independently
- Familiarity with Outdoor Research Products or with the outdoor industry a plus
- Good computer skills with spreadsheets, word processing, and MS Office Suite
- Strong teamwork skills
- Self-managed and self-motivated
- Ability to maintain excellent attendance and punctuality record
- Excellent communication skills
What do we bring to the table?
- 11 paid holidays each year and 3 floating holidays
- PTO/PSST
- Transportation benefits
- Paid volunteer time
- Comprehensive medical, dental, and vision plans
- 401k with discretionary match
- Ron Gregg Annual Benefit
- Product discounts
- Employee interest groups including various sports activities