Customer Service Representative (HH)

Kontoor Brands, Inc. • Sumner, WA

5d

About The Position

Helly Hansen is seeking a Customer Service Representative who is passionate about helping customers and inspiring outdoor experiences. The role delivers best-in-class customer experiences by building meaningful connections, sharing enthusiasm for the outdoors, and providing thoughtful solutions to customer inquiries. Customer Service Representatives ensure customer needs are met from the initial order through delivery and final resolution, while contributing to teamwork and supporting the brand’s growth.

The representative handles order processing and monitoring, responds to questions and concerns, assists with claims, and provides accurate product information, including responses to technical inquiries. The role involves communicating with customers through email, phone, and chat, maintaining customer records, and sharing customer feedback with brand and business teams. Representatives are expected to adapt to changing situations, collaborate effectively, and represent Helly Hansen as a brand ambassador.

Requirements

• Strong verbal and written communication skills, including the ability to communicate effectively with customers and all levels of management.
• A tactful, courteous, and collaborative approach, with the ability to motivate others.
• Ability to learn quickly and adapt to changing situations and processes.
• Strong organization and time-management skills, including the ability to meet deadlines, prioritize, multitask, and work effectively during busy periods.
• Ability to work effectively independently and as part of a team.
• Enthusiastic, confident, and team-oriented mindset with a can-do attitude.
• Desire to learn, grow, and build strong team relationships.

Nice To Haves

• Experience with Salesforce and/or Magento is an asset.
• A well-rounded education is valued.

Responsibilities

• Provide exceptional service that strengthens existing business and supports new business, ensuring customer needs are addressed from initial order through delivery and final resolution.
• Respond promptly and efficiently to order-related questions and concerns about product quality, delivery, availability, and warranty issues.
• Maintain polite, professional, and company-aligned verbal and written communication.
• Process and monitor orders across email, phone, and chat in accordance with Helly Hansen best practices.
• Share customer feedback with brand and business teams to support product development and brand growth.
• Develop product knowledge to provide accurate information and respond to technical inquiries.
• Assist customers with claims and process them efficiently toward a positive outcome.
• Answer incoming customer inquiries by phone, live chat, and email.
• Collaborate with stakeholders and teams to stay updated on products, services, and policies.
• Record and modify customer information in the database.
• Listen actively to customer concerns and offer support and solutions in accordance with company policies.
• Remain flexible and contribute effectively as a member of the Customer Care team.
• Represent Helly Hansen as a brand ambassador at work and in the broader community.
• Perform other essential or equivalent duties as requested by the manager.

Benefits

• Comprehensive benefits package with choice and flexibility to support employees and their families.
• Resources supporting physical, emotional, social, and financial wellbeing.
• Discounts on company apparel.
• Four weeks of Paid Parental Leave for eligible employees who are new parents.
• Flexible Fridays.
• Tuition Reimbursement.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed