Customer Service Representative

Fenix Outdoor; Louisville (CO); On-site; USD 55,875,000 - 62,323,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Critical Illness Insurance

Accident Insurance

401k with company match

Generous holidays

Job summary

Fenix Outdoor North America is seeking a customer service champion to join our on-site DTC Customer Service team near Denver, CO. This full-time position offers a competitive hourly compensation and growth opportunities within a values-driven outdoor company.

You will handle inquiries across phone, email, and live chat, assist with orders, and resolve shipping and payment issues while advising customers on product usage and sizing.

Qualifications

• Experience in a customer service or retail role.
• Excellent communication and problem-solving.
• Ability to learn multiple systems and tools.
• Strong attention to detail and time management.
• Customer-focused with a positive attitude.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Assist customers with order changes, cancellations, returns, and product questions.
• Research and resolve shipping, delivery, and payment issues.
• Educate customers on product usage and sizing to help select items for their needs.
• Facilitate inter-department communication to resolve customer issues.
• Support teammates to maintain a positive, solution-oriented team environment.

Skills

Customer service

Retail experience

Communication skills

Attention to detail

Time management

MS Office

Education

Bachelor’s Degree

Tools

Microsoft AX

Zendesk

Job description

Location: Aurora, CO (on-site)

Employment Type: Full-Time

Compensation: $19.50-$21.75 per hour

Fenix Outdoor North America has an exciting opportunity for a motivated, high-energy customer service champion to join our DTC Customer Service team located near Denver, Colorado.

At Fenix Outdoor, we create life-altering experiences in nature through providing a full range of products and specialty outdoor retail stores across several countries. Our company enables people to enjoy life outside.

We’re a team of nature lovers, and we enjoy being outside. Whether in a city park or climbing the peak of a mountain, sustaining the world we live in is a top priority in what we do. After all, our business is nature.

What You Will Do

• Respond to customer inquiries, requests, and concerns via phone, email, and live chat in a timely and professional manner
• Assist customers with order changes, cancellations, returns, and product-related questions
• Research and resolve shipping, delivery, and payment issues
• Educate customers on technical product application, sizing, and general use to help them select the right items for their needs
• Facilitate communication between departments as needed to resolve customer issues
• Contribute to a positive, solution-oriented team environment by jumping in to help where needed

What You Bring

• Experience in a customer service or retail role
• A genuine love of helping customers, solving problems, and creating positive experiences
• A strong belief in delivering exceptional customer service at every touchpoint
• Clear and effective written and verbal communication skills
• Excellent attention to detail and strong time management skills – you can prioritize effectively and work efficiently
• Comfort learning, navigating, and mastering multiple systems and tools
• Enthusiasm for fast-paced environments and working toward ambitious goals
• Technical proficiency, including comfort with Microsoft Office (Outlook, Excel, Word)
• Ability to build trust and positive relationships with teammates
• A mindset focused on continuous improvement – for customers, for coworkers, and for the company

Preferred (but Not Required)

• Bachelor’s Degree or equivalent combination of education and work experience
• Previous retail or customer service experience in the outdoor industry
• Experience using ERP systems (especially Microsoft AX)
• Experience with Zendesk

What We Offer

• A stimulating work environment with passionate, enthusiastic co-workers
• Opportunities for personal and professional growth that will elevate your career
• A company that treasures sustainability and acts to create future stewards of nature
• Medical, Dental, Vision, Critical Illness, Accident
• 401k with generous company match
• Generous schedule of company-paid holidays
• Product discounts on all Fenix Outdoor brands
• Industry discounts and more…

About Us

Fenix Outdoor is an international group of premium outdoor brands (including, Fjällräven, Royal Robbins, Hanwag, and Devold of Norway) united by a shared mission: to enable all people to experience and protect nature. From our Nordic heritage to our North American headquarters in Colorado, we’re committed to designing and distributing durable, responsibly made gear that inspires life outdoors. Sustainability, integrity, and respect for nature guide everything we do, from the products we create to the way we work together as a global team.

Fenix Outdoor International AG is a global group of premium outdoor brands, listed on Nasdaq OMX Stockholm (Mid Cap). Across our portfolio, we design and deliver clothing and equipment that enable an active life in nature.

Each brand within Fenix Outdoor serves a distinct segment of the outdoor community, while sharing a common commitment to quality, durability, and long-term responsibility. Together, we offer premium products that support every kind of outdoor experience.

We are proud to foster a workplace grounded in respect, fairness, and inclusion. We are committed to building a diverse and welcoming environment where all employees feel safe, valued, and empowered to grow. Equal opportunity is not just a policy; it’s part of how we work.

Fenix Outdoor is committed to continually striving to create and promote a diverse and inclusive workplace for all employees. We provide equal employment opportunities. Our goal is to create a safe, fair and friendly work environment where everyone feels welcome and can thrive.

This employer participates in E-Verify.