The Fishing Industry Jobs Marketplace


Senior Customer Service Associate

 

Posted by Zamberlan USA, Inc on 03/01/2019


Job Basics

Industry Sector: Hunting/Shooting, Lifestyle, Outdoor

Job Categories: Customer Service

State: CA

City: Solana Beach

Country: United States

Required Experience: 3 - 5 years


Contact Name: General Manager

Job Type: Full Time

Salary:

Required to Relocate: No

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles


Job Description & Requirements

Senior Customer Service Associate

Zamberlan has been manufacturing high quality, technical outdoor shoes and boots from its factory in Torrebelvicino, Italy for over 90 years! Family owned and operated, Zamberlan insists on highly skilled, hand-crafted construction combined with the use of the finest Italian materials available. Today, Zamberlan boots are renowned worldwide for exceptional quality, durability, comfort, and timeless style in the tradition of fine Italian boot manufacturing.

Zamberlan USA is seeking a customer service All-Star to join our growing team in Solana Beach, California. As a Senior Customer Service Associate, you would be responsible for helping to foster a positive customer experience towards enabling enjoyable outdoor adventures for backcountry mountaineers, backpackers, hikers, and hunters throughout North America.

This position is the first point of personal contact that our clientele will have with our 90-year old brand. The successful associate will possess a strong-will for excellent service, proven leadership qualities, and pride in the historic and iconic nature of the Zamberlan brand, as well as our Handmade Philosophy and premium products.

Strong candidates will be prepared to communicate their knowledge of our consumer markets (mountaineering, backpacking, hiking, wildland firefighting, and hunting) and the importance of our products to our customers. As such, the ideal candidate is a gear junkie with a passion for understanding technical product details, and an affinity for helping others match their needs to the right piece of gear.

Working in the Outdoor Industry is a privilege and we are building a team of outdoor enthusiasts that share our passions, bring complementary skill sets, and help us fulfill and keep our brand promise to all of our customers, while also working with key partners to conserve and protect our most valuable resources.

Essential Duties:

  • Enable our customers to have the best possible experience in the outdoors
  • Develop intimate knowledge of all Zamberlan products and services provided to the customer, as well as a strong understanding of how they are applied
  • Manage Zamberlan USA’s online Customer Service portal, managing system tickets either through delegation, escalation, or direct reply
  • Manage day to day processes for warranty, return, and exchange requests
  • Maintain a professional and courteous relationship with customers while positively engaging them to truly understand their needs, questions, and concerns
  • Manage the customer return, exchange, and warranty process. Assist management in streamlining these processes towards reducing customer friction and improving customer outcomes
  • Match customers with the correct product while providing up to date technical information and key product application recommendations
  • Assist Wholesale Customer Service Associate and E-Commerce Associate in completing workloads as required from time to time
  • Assist management in understanding customer product feedback, identifying trends, and making product / service recommendations to the company

Hard Skills:

  • Must have 3-7 years of customer service experience in a consumer products environment, preferably in either the footwear or outdoor industry
  • Excellent communication skills, particularly in both written and spoken English. Spanish and Italian abilities are a plus
  • Proficient in Microsoft Office (required)
  • Experience with ZenDesk (plus)
  • Experience with NetSuite (plus)
  • Experience and knowledge of the outdoor industry (strongly preferred)
  • Customer Service experience in the footwear industry (preferred)

Personal Qualities:

  • A high degree of interpersonal skills and emotional intelligence (required)
  • Highly organized, excellent in problem solving, multitasking, comfortable leading projects and able to drive process improvement
  • Service-oriented mindset
  • Excellent judgment
  • Team player
  • Aptitude for learning and understanding new skills, knowledge
  • Love for the outdoors
 


About Zamberlan USA, Inc

Zamberlan has been manufacturing high quality, technical outdoor shoes and boots from its factory in Torrebelvicino, Italy for over 90 years! Family owned and operated, Zamberlan insists on highly skilled, hand-crafted construction combined with the use of the finest Italian materials available. Today, Zamberlan boots are renowned worldwide for exceptional quality, durability, comfort, and timeless style in the tradition of fine Italian boot manufacturing.