Warranty & Customer Service Specialist

Oberalp Group

8d•$24 - $26•Hybrid

About The Position

The Warranty and Customer Service Specialist provides exceptional customer service and support to our wholesale dealers and consumers while assisting the Customer Service team with daily customer service activities. This position serves as an important point of contact for customers, providing timely, knowledgeable, and solutions-focused support through Zendesk, email, phone, and in-person interactions. In addition to general customer service responsibilities, the position manages warranty requests and product returns, including receiving and assessing products, coordinating repairs or replacements, processing warranty claims, and communicating with customers throughout the process. The Specialist works to ensure a positive customer experience while resolving questions and issues efficiently and in alignment with company policies. This position works closely with Customer Service, Warehouse, Sales, Operations, Accounting, and other departments across the business to resolve customer needs, coordinate processes, and provide a seamless customer experience. The Warranty and Customer Service Specialist will report to our Customer Service Manager.

Requirements

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.
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

Nice To Haves

Bachelor’s degree preferred
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. In addition to on-the-job training, the employee is encouraged to use, enjoy, and better understand our products outside of work
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.