Customer Service Rep Warranty Lead

Posted by Sea to Summit on 09/01/2020

Job Basics

Industry Sector: Outdoor

Job Categories: Customer Service

Company Type: Accessories

State: CO

City: Boulder

Country: United States

Required Experience: 3 - 5 years

Job Type: Full Time

Salary:

Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

Are you interested in diving into the outdoor industry with a fun and hard-working team? Do you have a natural knack for engaging with people and consider yourself a “gear junkie”? If so, you may be a great fit for our Customer Service Rep Warranty Lead position.

Sea to Summit is seeking someone stellar to join our team in Boulder, Colorado as the Customer Service Rep Warranty Lead. This position is the first point of personal contact that Sea to Summit’s consumer’s will have for product and warranty questions. The person in this role will be primarily responsible for engaging with consumers via email and phone in a professional and timely manner. This position will also be customer facing and the role will include welcoming and assisting guests as they come into the building. The ideal candidate has an affinity for working one on one with consumers and their product and warranty needs. This person will also have three or more years of direct customer service and warranty experience. They must have a passion for technical product knowledge and enjoy sharing their expertise with the goal of ensuring that consumers are genuinely satisfied (or ideally blown away) with their Sea to Summit experience.

Tasks and Responsibilities:

• Respond to consumer emails, letters, and calls, providing accurate and timely answers to their product questions, comments or concerns
• Maintain a professional and courteous relationship with consumers to engage them and to truly understand their product needs
• Assist in developing warranty department processes to ensure efficiencies Handle all incoming consumer warranty requests
• Create and analyze quarter reports about warranties processed
• Manage all aspects of product returns including issuing of R.A.s, receiving and examining returns, logging the warranty details, and issuing credits or replacements as deemed appropriate
• Communicate frequently with internal departments for timely resolution of issues so the service expectations of the consumer are met or exceeded
• Provide answers to technical product questions and assist consumers with product selection
• Develop a comprehensive understanding of all Sea to Summit products, policies and services
• Serve as one of the in house product training specialists and product guru’s
• Assist with data entry and general customer service functions as needed
• Answer general incoming phone calls and transfer to the appropriate team member
• Maintain stock and availability of the employee gear library and spare parts for products
• Interface with Australian counterparts for information about rolling changes to product

Sea to Summit offers a comprehensive and competitive benefits package which includes health insurance (medical, dental, vision, supplement medical), STD & LTD, Life Insurance, 401K program, Paid Time Off & Holidays and Community Service Leave. 

Apply @ https://sea-to-summit.apscareerportal.com/j/0m1ez9

About Sea to Summit

Sea to Summit is an innovative design and product development company that engineers a wide range of intuitively simple products that help make time in the outdoors fun, efficient and comfortable. Outdoor enthusiasts and active travellers purchase our products in over 60 countries through diverse retail channels. In our 36 years of operation, Sea to Summit has become an award-winning global brand, recognised internationally as an industry leader in product design and business innovation.  Sea to Summit

Significant growth and international recognition haven diminished our start-up spirit though still a highly creative, fully collaborative team with a radically innovative approach that mirrors the hungry, young company of our roots.

We'e a dynamic business with offices in Australia, Germany, China and Hong Kong.