Warranty & Customer Service Specialist

Oberalp•Boulder, CO

7d•Hybrid

About The Position

The Oberalp Group is seeking a Warranty and Customer Service Specialist to provide exceptional customer service and support to wholesale dealers and consumers. This role is a key point of contact, handling inquiries via Zendesk, email, phone, and in-person. The Specialist will manage warranty requests and product returns, including assessment, repair/replacement coordination, claim processing, and customer communication. The goal is to ensure a positive customer experience by resolving issues efficiently and in line with company policies. This position requires close collaboration with various departments such as Customer Service, Warehouse, Sales, Operations, and Accounting to ensure seamless customer experiences. The Warranty and Customer Service Specialist will report to the Customer Service Manager.

Requirements

Bachelor’s degree preferred
Two to four years of customer service and/or retail experience, preferably in the ski or outdoor industries.
Experience as a ski technician is a plus.
A proficiency for understanding the mechanical aspects and parts of our products and an ability to fix them in a complete and satisfactory manner.
Specific hands-on experience with servicing and repairing ski boots and bindings is required.
Proficient in mounting ski bindings to skis.
Excellent written and verbal communication skills and strong interpersonal skills.
Outgoing, social personality.
Ability to establish strong professional working relationships.
Ability to work in a team environment.
Ability to work independently, take initiative, and make sound decisions.
Effective time management skills, including the ability to work efficiently, prioritize projects, and be self-motivated.
Strong organizational and computer skills, including Microsoft Office and general computer proficiency.
Some ERP or equivalent experience preferred.
A passion for success, a positive attitude, an ability to solve problems, and a strong work ethic.
Flexibility and a willingness to help in any way possible are needed in our team environment.
Love of the outdoors.
A specific passion for mountain sports such as backcountry skiing, climbing/mountaineering, and/or trail running is a plus.

Nice To Haves

Experience as a ski technician is a plus.
A specific passion for mountain sports such as backcountry skiing, climbing/mountaineering, and/or trail running is a plus.

Responsibilities

Provide exceptional warranty and customer service to dealers and consumers in collaboration with our customer service team, Customer Service Manager, and Dealer Service team.
Receive, evaluate, repair or replace, and process warranty returns in a quality and timely manner.
Communicate with warranty customers and retailers by ZenDesk, phone, email, and in person in a positive, professional, timely, and satisfactory manner.
Ship and process warranty parts orders accurately and on time.
Assist with tracking and reporting warranty trends and replacement part needs.
Serve as a technically capable contributor in any product retrofit or inspection projects. This may entail independent travel to our warehouse on a project basis.
Serve as an internal technical resource for our customer service and sales teams.
Maintain an organized and clean warranty area.
Suggest ideas for and implement process and capability improvements within our warranty department.
Minimize warranty costs while providing a high level of service.
Build our winter and summer demo fleet of test products. Order the product, mount (as needed), mark, and prepare the product for test use. Maintain the fleet in top condition over time.
Assist with the shipment and return of demo products to sales reps, dealers, media, and other key users.
Provide excellent customer service to consumers.
Answer a high volume of ZenDesk tickets, emails, and phone calls in a positive, professional, and timely manner.
Answer questions about our products, brands, and company.
Process consumer and pro purchase orders and returns in the ERP system accurately and efficiently.
Release orders to the warehouse for shipment in a timely and accurate manner.
Communicate with the relevant parties (such as Accounting, Ecommerce team, warehouse) to resolve any issues on consumer orders and returns.
Address and resolve any questions or issues involving the correct people in the organization as needed.
Assist with various customer service responsibilities as requested (pro purchase program support, shipping packages, etc.).
Proactively resolve problems for customers.
Execute on any projects or tasks that may be assigned.
Attend and assist at tradeshows, sales meetings, sample sales, and other retail and consumer events as needed.
Learn, present, and be a technical expert about the Dynafit, Salewa, Pomoca, Wild Country, and Evolv brands and products.
Demonstrate proficiency with our computer systems and software, including our ERP system (Microsoft Navision).
Regularly and frequently communicate with customers, sales representatives, sales management, accounting, warehouse, and other operational divisions within the business.