Consumer Service Rep

Yakima; Lake Oswego (OR); Hybrid; USD 41,000 - 56,000; Full time

Benefits offered by this job

Hybrid work schedule

Employee discount on products

Medical/dental/vision and 401k with公司匹

Job summary

Yakima Products Inc. is seeking a Consumer Service Rep in Lake Oswego, OR. The role focuses on delivering exceptional customer experiences as the voice of the Yakima brand in a hybrid work setting.

The ideal candidate has a year of customer service experience, strong communication skills, and a passion for outdoor gear. You will support the Consumer Experience Team, assist customers, and help grow Yakima’s trusted community.

Qualifications

• AA degree or equivalent experience.
• 1 year of customer service experience in outdoor retail sales preferable.

Responsibilities

• Answers calls, chats or emails with customers, researching vehicle fit and order history.
• Provides troubleshooting and problem-solving to resolve consumer issues.
• Process orders, warranty/claims, credits/returns and respond to inquiries.
• Builds relationships with consumers via phone, email or chat with empathy.
• Inform customers of procedures, order status and resolutions; follow up for satisfaction.
• Assist in upselling and suggesting products to consumers.

Skills

AA degree

Customer service

Excellent communication

Education

AA degree or equivalent experience

Tools

MS Windows

MS Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Consumer Service Rep

Full Time Regular Lake Oswego, OR, US

2 days ago Requisition ID: 1209

Based in the Pacific NW, Yakima Products Inc. has been a pioneer of cargo and gear management solutions since 1979. We connect you, your family, friends and all of your favorite gear through our mission of enhancing the journey and earning trust every day. We want to bring our employees and consumers closer to nature with our innovative, rugged and dependable products. We take our work seriously without taking ourselves too seriously. It's not uncommon to see folks gathering for their daily lunch rides, or collaborating with teammates around the kegerator (yes, we have one of those). We believe in taking it easy, and when things get warm you might just see shorts and T-shirts, crocs, sandals, painted toes or whatever you feel comfortable wearing. Oh, and don't be alarmed if you happen to see Sasquatch.

At its core, our Customer Service Rep role is rooted in building relationships. The Customer Service Rep is a vital role to the business as you are the voice of the Yakima brand. You bring the utmost care and knowledge to the problem-solving table of our Consumer Service Team in the daily operations of our hybrid work model. Energetic, positive, and eager, Yakima’s ideal CSR is excited to create exceptional experiences for our consumers and community. As a consummate problem solver, the CSR is expected to remain an empathetic and effective communicator when facing a variety of interpersonal challenges and opportunities. This helps us deliver best-in-class customer service. This role will have opportunities to work with the larger Consumer Experience Team on new ideas for improvements and growth and thus grow professionally with the company.

WHAT DOES YAKIMA HAVE TO OFFER

• Hybrid work schedule: 3 days required in office Monday through Wednesday; Thursday and Friday are optional remote.
• We encourage our consumers and our employees to get outdoors. With 15 holidays a year plus 7 additional floating holidays, along with 80 hours of vacation, start planning your adventure now! We all get sick, so you’ll receive 40 hours of sick time in addition.
• We build products for people to have fun so we should have fun doing it. We offer an employee discount on products along with other industry pro deals; team outings/trainings; COFAM activities.
• We also have all the typical benefits! Competitive pay, bonus plan based on company performance, medical/dental/vision and a 401k with company match.

OPERATIONAL & TEAM DETAILS

• The CSR reports to and works collaboratively with the CS Lead, and is supported by the Consumer Services & Warranty Manager
• The Customer Service Team is part of the larger Consumer Experience Team that includes Marketing, Brand, Creative and Digital teams

YOUR TYPICAL TASKS AND DUTIES:

• Answers incoming calls, chats or tickets via email. Research and provide information such as vehicle fit, customer history data, order information, delivery issues, proof of delivery, etc.
• Provides troubleshooting and problem-solving skills to resolve consumer problems in a timely, efficient, cost effective, professional manner, and within established guidelines
• Process orders (including new, cancellation or additions to current order), warranty/PI claims, credits/returns and respond to customers' inquiries
• Builds relationships with consumers by phone, email or chat providing empathy and support
• Informs customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction
• Increase sales through suggestive selling to consumers
• Conducts records search, problem/complaint investigation, policy interpretation, and adjustment or correction, referring complex customer inquiries to the appropriate individuals
• Recommends products and services appropriate to consumer needs
• Refers non-routine or major problems to other individuals, departments or higher authorities as appropriate
• Participates in clinics and staff meetings at the direction of the Consumer Services & Warranty Manager
• Provides backup coverage across customer service and warranty as necessary
• Integral in the feedback loop from consumers to key stakeholders
• Carries out in an effective manner other duties, responsibilities, and projects as may be assigned

EXPERIENCE WE’RE EXCITED FOR YOU TO HIGHLIGHT:

• AA degree from an accredited college, or equivalent experience
• 1 year of customer service experience in outdoor retail sales preferable (experience selling Yakima racks a plus)
• Excellent verbal and written, interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from customers, management and inter-department staff.
• Ability to effectively develop work systems to manage workload, work independently and efficiently, have a keen ability to prioritize and ability to identify and address needs in advance
• Ability to establish and maintain effective working relationships with internal/external employees and consumers
• Respond promptly and follow up to requests for service and assistance as needed
• Ability to prioritize and manage multiple priorities/deadlines and shift priorities as necessary by using time effectively
• Must be comfortable with ambiguity and identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully while developing alternative solutions
• Displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions
• Approaches others in a tactful manner, reacts well under pressure and follows through on commitments. Provides empathy and compassion.
• Proficient use of MS Windows and Office (Word, Excel, PowerPoint, Access and Outlook) and familiarity in maintaining a customer database and Internet navigation
• Able to visualize and understand geometric and spatial relationships
• Zeal, energy and passion for outdoor sporting products
• Experience working with technical products a plus
• French speaking a plus
• Experience in the outdoor industry and/or automotive preferable

Work takes place in an office setting. This job may require working more than 9 hours per day and/or 40 hours a week. It requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and by computer. This position requires the ability to occasionally lift, push, and carry up to 50 lbs. frequently and up to 80 lbs. occasionally.

Yakima Products has a culture of honesty, respect and trust, and we are committed to providing an environment where equal employment opportunities are available to all applicants and employees without regard to their membership in any protected classification such as sex, race, color, creed, national origin, ancestry, religion, age, marital status, pregnancy (including childbirth, lactation and related medical conditions) genetic information (including characteristics and testing), military and veteran, disability (mental or physical), sexual orientation, gender identity, gender expression, or any other status protected under applicable local, state, or federal law. Yakima Products is committed to Equal Employment Opportunity (EEO) in all aspects of the employer-employee relationship including, but not limited to: recruitment, hiring, training, advancement and termination.

Yakima believes in doing the right thing, and is committed to enhancing our diversity, and demonstrating that commitment to our employees, customers and community. The Company promotes diversity by developing policies, programs and procedures that foster a work environment in which differences are respected and employees are treated fairly.