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

=       manner.

=       Other Customer Service and Sales duties as assigned.

=       Maintain a positive and friendly attitude when interacting with all customers, co-workers, and

=       vendors.

=       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.


Position Requirements:

=       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

=       tasks.

=       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 celia@hyperlitemountaingear.com  no later than January 5, 2019.