[NUS] Customer Service Representative

Nidecker Group; Truckee (CA); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

401K

Health & Dental

IKON Pass

Nidecker Group gear equipment

Job summary

The Nidecker Group in Truckee is seeking an E-Commerce Customer Service Representative to support our snow and skate brands, including Jones, ThirtyTwo, etnies, Es and Emerica. You will be the customer-facing contact for inquiries and orders across the customer journey.

If you are passionate about snowboarding or skateboarding, enjoy problem solving and thrive in a fast-paced environment, this role could be a great fit.

Qualifications

• 2+ years in snowboard/skate retail or related field.
• Extensive knowledge of snowboarding/skateboarding gear.
• Experience with Netsuite, Shopify and Gorgias is a plus.

Responsibilities

• Manage a high volume of daily customer inquiries via email, phone and chat.
• Maintain product knowledge to provide accurate information.
• Provide order support including processing orders, address updates, lost packages, cancellations and returns in Shopify and Netsuite.
• Build relationships with customers through clear communication.
• Collaborate with the customer service and warranty managers to keep operations smooth.
• Fulfill spare parts orders.
• Learn and use ERP systems and service provider plugins.
• Assist sales in shipping projects, inventory and demo product sales.
• Carry out miscellaneous clerical duties.

Skills

Netsuite

Shopify

Gorgias

Microsoft Office

Typing 60 wpm

Communication

Multitasking

Team player

Availability through peak season

Education

2+ years in snowboard/skate retail

Knowledge of snowboard/skateboard gear

Tools

Netsuite

Shopify

Gorgias

Job description

Scope of Position

The Nidecker Group is seeking an E-Commerce Customer Service Representative to work with our snow and skate brands in our Truckee office. This position is the customer-facing point of contact for Jones, ThirtyTwo, etnies, Es and Emerica. This role is focused on providing exceptional customer service and order support through every phase of the customer journey.

If you are passionate about snowboarding or skateboarding, love sharing your knowledge of gear, are focused on providing a positive customer experience, and enjoy problem-solving and working in a fast-paced environment, this role could be a great fit.

Position is seasonal; employment usually lasts through February, but the end date is up to managers’ discretion based on business volume.

Tasks

• Manage a high volume of daily customer inquries across email, phone and chat platforms in an efficient, timely and professional manner

• Maintain a high level of product knowledge of snowboards or skate shoes to provide accurate information to customers.

• Provide order support to customers, including processing sales orders, address updates, lost packages, cancellations, and returns in Shopify and Netsuite.

• Build relationships and trust with customers through open and interactive communication.

• Work closely with our customer service manager and warranty manager to ensure all areas of the business are operating smoothly throughout the course of the season.

• Fulfill spare parts orders.

• Learn and use Nidecker US’s ERP system and various plugin platforms from our service providers.

• Assist sales manager in certain tasks, from shipping projects to inventory and sale of demo products.

• Misc. clerical duties.

Education and Experience

• 2+ years of relevant industry work experience, preferably in snowboard or skateboard retail.

• Extensive knowledge and understanding of snowboarding and/or skateboarding gear, and knowledge of the snowboard/skateboard industry.

Skills and Abilities

• Experience with Netsuite, Shopify, and Gorgias a plus

• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Able to type 60 words per minute

• Personable, willingness to learn, and a good sense of humor

• Ability to multitask, prioritize and work in a fast-paced environment

• Excellent written and verbal communication skills

• Strong team player

• Must be available through holiday peak season, November through January

Benefits

401K, Health & Dental, IKON Pass, Nidecker Group Snowboard Equipment and footwear.