Customer Support Representative

Starting Line Sailing, Inc.; Portland (OR); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

401k plan

Medical, Vision and Dental plans

Paid leave Oregon

Employee discounts

Job summary

Starting Line Sailing, Inc. is seeking a Customer Support Representative in Portland, OR to deliver exceptional service across calls and emails, proactively resolving issues, and offering expert sailing guidance.

You will handle daily order processing, warranty claims, returns, and showroom support while maintaining a 5-star customer experience. In this role, you will cover the customer support desk, assist with ordering tasks, and contribute to continuous improvement of skills and sailing

Qualifications

• A sailing background with dinghy sailing knowledge and terminology.
• Must be organized, constructive, a strong multitasker and team player.
• Strong problem-solving and creative thinking abilities.
• Empathy and excellent listening skills.
• High drive and hustle during busy times.

Responsibilities

• Answers calls and emails from customers and prioritizes time-sensitive issues.
• Monitors open customer situations and follows up to ensure timely resolutions.
• Performs daily order processing to fulfill orders and communicate issues to customers.
• Audits backorders and open orders to inform customers of changes to timelines.
• Assists walk-in customers and showroom appointments.
• Handles order changes, substitutions, cancellations, and quotes.
• Processes warranty claims with vendors and updates customers on resolutions.
• Processes returns.
• Manages customer phone line and email inbox, providing coverage as needed.
• Delivers 5-star service and advocates for customers.

Skills

Sailing background (dinghy)

Organized & multitasking

Problem solving

Empathy & listening

Drive and hustle

Job description

The West Coast Sailing Customer Support Representative is committed to providing exceptional service to our customers, proactively resolving issues, and providing expert advice based on their sailing experience. This role works with our retail customers across communication channels, and is the face of our company. Our Customer Support Representative advocates for our customers, solves problems, and otherwise goes above and beyond to wow our customers.

Responsible for the daily operations of the Customer Support Team.

• Answers calls and emails from our customers. Prioritizes to ensure time sensitive situations are addressed.
• Monitors open customer situations and follows up with customers, vendors, and staff in order to ensure that timely resolutions occur.
• Responsible for daily order processing tasks, ensuring the rapid fulfillment of orders and prompt communication to customers where issues arise.
• Actively audits backorders and other open orders to ensure customers are kept informed of changes to order fulfillment timelines.
• Assist walk in customers and appointments in our retail showroom.
• Assists customers with order changes, order substitutions, cancellations, and quotes.
• Processes warranty claims with our vendors & updates customers on the resolution.
• Processes returns.
• Staffs our retail customer phone line and email inbox. Assists with other phone lines and inboxes as necessary to provide coverage.
• Provides 5 star service and serves as an advocate for our customers.

Other Responsibilities:

• The Customer Support Representative is responsible for supporting the rest of the Customer Support Team by covering key areas of responsibility when they are out of the office due to illness/PTO/or as otherwise requested or assigned.
• Support our fulfillment team by providing occasional assistance preparing orders for shipment. Invoice, pack, and prepare shipping labels for outbound orders.
• Works to continuously improve their skill set and sailing knowledge, resources, and standard of service.
• From time to time, as necessary, we may assign specific projects or tasks outside the scope of these responsibilities to the Customer Support Representative.

Must Haves:

• A sailing background, especially dinghy sailing, and a working knowledge of sailing terminology and gear. www.WestCoastSailing.com
• Be organized, constructive, and a great multitasker and team player.
• Problem solving skills and creative thinking.
• Empathy and great listening skills.
• Drive and hustle for when things get busy!

Schedule:

• In person Monday through Friday, 8:30am to 5pm.
• Occasional summer Saturdays by arrangement.

Compensation and Benefits:

• Salary: Competitive (depending on experience)
• PTO: 2 weeks per year for the first 2 years, then 3 weeks per year.
• Six paid holidays and 40 hours sick time.
• 401k Retirement Planw/company match.
• Medical, Vision and Dental plans offered.
• Medical and Childcare FSA offered.
• Paid Leave Oregon.
• Employee purchase discounts and other perks.

Application Question(s):

• Do you have a sailing background? Explain