Hyperlite Mountain Gear is a quickly growing manufacturer of premium-quality outdoors products including backpacks, shelters, and accessories. We use modern high-tech materials and craft our products with top-of-the-line equipment to build gear that’s used all over the world.
We are currently seeking a talented and driven Customer Service Representative to be the first point of contact and connection between Hyperlite Mountain Gear and our customers. This is a multi-faceted role and the ideal candidate has sales and customer service experience within the outdoor industry, is focused, organized, an effective communicator, and capable of managing multiple projects in a fast-paced small business environment. This is a full time position located in our Biddeford, Maine office.
Responsibilities include, but are not limited to:
= Acts as first contact point for all customer inquiries via e-mail, phone and online chat.
= Educate and inform customers with accurate and thorough information regarding products,
= services and company policies when responding to inquiries.
= Work closely with R&D, Marketing, and Production teams on communicating customer inquiries,
= feedback and issues.
= Manage process for all customer returns and exchanges by processing requests in a timely
= Other Customer Service and Sales duties as assigned.
= Maintain a positive and friendly attitude when interacting with all customers, co-workers, and
= Use correct procedures to process orders, assist with returns, service orders, or otherwise
= address customer service needs.
= Coordinate special customer needs with Shipping and Production departments.
= Bachelor’s Degree in Business or related and relevant work experience.
= 2 - 4 Years of Customer Service Experience within the Outdoor Industry.
= An in-depth knowledge of Hyperlite Mountain Gear products and philosophy.
= Positive and friendly attitude when interacting as company representative.
= Passion for activities that relate to our products and philosophy required.
= Clear, intelligible communication with the ability to decipher customer comments and reply with
= proper grammar, punctuation and spelling.
= Proficiency with Microsoft Office Suite.
= Service Oriented - calmly anticipates & responds to needs of customers and acts proactively.
= Collaborative - team player.
= Ready to share perspectives and follow directions.
= Organized - thorough, efficiently has answers for customers.
= Efficient - closes issues cleanly, improves processes as needed.
= Empathy - shows concern and provides advice to customer.
= Learning Orientation - continuous learning and adaption to unpredictable requests and evolving
= Ability to complete tasks in a professional and timely manner.
= Troubleshoot and resolve escalated customer service issues.
= Contribute to monthly and YTD sales & productivity of CS department.
= Suggest improvements to increase customer satisfaction.
= Bonus points for experience with Shopify and Zendesk.
Please submit your resume and letter of interest to firstname.lastname@example.org no later than January 5, 2019.