Customer Support Representative

West Coast Sailing; Portland, Northern (OR, KY); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

401k with company match

Paid Time Off

Paid Leave Oregon

Holidays

Employee discounts

Go Play Day

Job summary

West Coast Sailing is looking for a Customer Support Representative to provide exceptional service across calls, emails, and showroom interactions. You will own order processing, warranty claims, returns, and timely communication with customers, vendors, and staff.

The role emphasizes proactive problem solving, advocacy for customers, and a 8:30am–5pm in-person schedule in our Portland showroom, with paid time off, holidays, and health benefits included.

Responsibilities

• Answers calls and emails from customers, prioritizing time-sensitive situations.
• Monitors open customer cases and follows up with customers, vendors, and staff to ensure timely resolutions.
• Handles daily order processing tasks and communicates issues to customers when needed.
• Audits backorders and other orders to keep customers informed about fulfillment timelines.
• Assists walk-in customers and appointments in the retail showroom.
• Staffs the customer phone line and inbox, providing coverage as needed.
• Processes warranty claims with vendors and updates customers on resolutions.
• Processes returns and delivers 5-star service, advocating for customers.

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 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 as necessary 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.

Serves as a primary point of contact for our customers.

• Staffs our customer phone line and email inbox. Assists with other phone lines and inboxes as
  necessary to provide coverage.
• Assists customers with order changes, order substitutions, cancellations, and quotes.
• Processes warranty claims with our vendors & updates customers on the resolution.
• Processes returns.
• 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 their 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, the Director of Customer Experience, or other leadership may assign
  specific projects or tasks outside the scope of these responsibilities to the Customer Support
  Representative.

Schedule

• In person Tuesday through Saturday, 8:30am to 5pm.
• 2 weeks PTO for the first 5 years, then 3 weeks.
• Six paid holidays.
• 40 hours sick time.
• Paid Leave Oregon.
• 401k with company match.
• Employer sponsored Health Insurance (Medical, Dental, Vision).
• Employee discounts, demo boats, Go Play Day and more.