
Position: Customer Service/Warranty Representative
Reporting to: VP
of Sales
Payroll status: Hourly
Location: Oakland,
CA
The
Position: Dealer
Service /Customer
Service/Warranty Representative
Are you interested in diving into the outdoor industry with a fun and hard-working team? Do you want to be involved in a start of a new company building from the ground up? Do you have a natural knack for engaging with people and consider yourself a “gear junkie”? If so, you may be a great fit. Helinox is seeking someone stellar to join our growing team in Oakland, CA as a Customer Service/ Warranty Representative. This position is the first point of personal contact that Helinox customers will have with us. The person in this role will be primarily responsible for engaging with Dealers/Customers via email and phone in a professional and timely manner. The ideal candidate has an affinity for working one on one with Dealers/Customers and their product, order, and warranty needs. They also have a passion for technical product knowledge and enjoy sharing their expertise with the goal of ensuring that Dealers/Customers are genuinely satisfied with their Helinox experience.
Tasks and Responsibilities:
- Develop a comprehensive understanding of all Helinox
products
- Respond to Dealer/Customer emails, letters, and calls,
providing accurate and timely answers to their product questions, comments
or concerns
- Maintain a professional and courteous relationship with
Dealers/Customers to engage them and to truly understand their product
needs
- Consistent and accurate order entry, order fulfillment,
shipping logistics and coordination.
- Manage all aspects of product returns including issuing
of R.A.s, logging the warranty details, and issuing credits or
replacements as deemed appropriate
- Maintain and track warranty
information from all sources
- Provide answers to technical product questions and
assist Dealer/Customers with product selection
- Assist dealers by providing
friendly and helpful support regarding orders
- Help implement sales objectives
and maintain an excellent level of service to current and prospective
dealers
- Provide planning,
implementation, support, and attendance at industry trade shows,
festivals, and dealer events
- Contribute to a strong team
environment that requires flexibility in duties and the ability to fully
contribute to Helinox’s success
- Answer general incoming phone
calls and transfer to the appropriate team members
- Engage and assist with other
duties and tasks when other departments require help
Qualifications:
- Excellent written and verbal communication skills
- Ability to work with hand tools to make minor warranty
repairs
- Ability to lift and move heavy
objects (30+ pounds) and to quickly move lighter objects (10 to 25 pounds)
- Have experience writing concise and engaging emails
- Comfortable and professional when speaking with Dealer/Customers
on the phone
- Have a friendly and positive attitude
- Aptitude for learning and understanding technical
product information
- Possess strong organizational skills and be highly
detail oriented
- Critical thinking skills
- Proficient with MS Office Suite (Excel, Word, Outlook)
and Adobe PDF
- Experience with data entry in an order management
system - QuickBooks ERP or CRM is a plus
- Self-motivated and takes initiative
- Flexible and adaptable when facing changing priorities
in a fast-paced environment
- Ability to solve problems and bring new ideas to the
team
Job
Location: Oakland, CA
Country: USA
Position Type: Full Time
Employee May Telecommute: No
Job seekers must live within: 30 miles
Required to Relocate: Yes
Travel Required: Yes
Required Experience: 0-1 year
Direct Phone: 510.679.6347
E-mail: sales@helinox.com