Customer Service Representative (CSR)

Eberlestock USA•Boise, ID

2d•Onsite

About The Position

The Customer Service Representative (CSR) serves as a front-line ambassador for the Eberlestock brand. This role is responsible for providing exceptional support to customers through phone, email, social media, and other communication channels while delivering a customer experience that reflects our commitment to quality, professionalism, and service. Successful candidates are excellent communicators who genuinely enjoy helping people, solving problems, and building positive relationships. They possess the ability to multitask, learn complex product information, and confidently represent the Eberlestock brand in every customer interaction. This role requires a customer-first mindset, strong attention to detail, and the ability to remain professional, empathetic, and solutions-oriented in a fast-paced environment. About Eberlestock: Eberlestock is a premium outdoor and tactical brand built on purpose, performance, and trust. Founded by an Olympic biathlete and driven by real-world experience, our products are designed to perform when it matters most — in the backcountry, in the field, and everywhere reliability is non-negotiable. We’re building more than gear. We’re building a legacy brand that values craftsmanship, accountability, and people who take pride in doing things the right way. Our team is made up of individuals who care deeply about the work, challenge each other to be better, and understand that great products come from great people. Our Core Values: Authenticity, where integrity drives every decision. Quality, because every detail, every feature, and every idea is a reflection of our standard of excellence. Guarantee, not just in our gear, but in how we show up for our customers, our community, and each other.

Requirements

High school diploma or equivalent
Previous customer service, retail, sales, or customer support experience preferred
Strong computer skills and ability to navigate multiple systems simultaneously
Experience with CRM systems or customer support platforms is preferred
Outstanding verbal and written communication skills
Exceptional customer service and relationship-building abilities
Strong problem-solving and critical thinking skills
High level of professionalism and emotional intelligence
Ability to remain calm and effective in challenging situations
Ability to learn and retain detailed product knowledge
Team-oriented mindset with a willingness to support others
Ability to identify opportunities for continuous improvement
Passion for the outdoor industry and a willingness to learn Eberlestock products

Responsibilities

Answer incoming customer phone calls and provide timely, professional support
Respond to customer emails, social media inquiries, and other communication channels
Provide accurate product information, recommendations, and troubleshooting assistance
Process customer orders, exchanges, warranty inquiries, and other service-related requests
Build and process official government and agency quotations
Process phone orders and other inside sales transactions
Utilize company systems and tools to research, document, and resolve customer concerns
Develop a strong understanding of Eberlestock products, features, and applications
Identify recurring customer questions, product feedback, and process improvement opportunities
Partner with internal teams to resolve issues and improve the overall customer experience
Represent the Eberlestock brand with professionalism, enthusiasm, and integrity in every interaction
Maintain detailed and accurate records of customer communications and resolutions