Customer Service/Warranty

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

• 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