[NUS] E-commerce Customer Service Representative

Nidecker Group; Truckee (CA); On-site; Confidential; Full time

Benefits offered by this job

401K

Health & Dental

IKON Pass

Nidecker Group Snowboard Equipment and

Footwear.

Job summary

The Nidecker Group in Truckee is seeking an E-Commerce Customer Service Representative for our snow and skate brands (Jones, ThirtyTwo, etnies, Es and Emerica). You will handle high‑volume inquiries via email, phone and chat, process orders in Shopify and Netsuite, manage returns, and support the sales team while delivering exceptional customer experiences through the season.

Season runs through February, with length at managers’ discretion based on business volume; in‑office role focused on

Qualifications

• 2+ years in snowboard/skateboard retail experience.
• Extensive knowledge of snowboarding/skateboarding gear and the industry.

Responsibilities

• Manage a high volume of daily customer inquiries across email, phone and chat platforms.
• Maintain product knowledge of snowboards or skate shoes to provide accurate information.
• Provide order support, including processing sales orders, address updates, refunds, and returns in Shopify and Netsuite.
• Build relationships with customers through open and interactive communication.
• Collaborate with the service team to ensure smooth operations throughout the season.

Skills

Customer service

Communication

Multitasking

Team player

Problem-solving

Typing 60 wpm

Fast-paced environment

Product knowledge

Education

2+ years in snowboard/skateboard retail

Tools

Netsuite

Shopify

Gorgias

Microsoft Office

Job description

Full-Time Seasonal Position – September through February

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.
• Miscanellous clerical duties.

Requirements

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.