Consumer Support Representative - Seasonal

K2 Technologies Incorporated Seattle , WA 98113

Posted 4 months ago

POSITION PURPOSE

The Consumer Support Representative will provide excellent customer service, including order, warranty and technical support to consumers, and will manage daily office tasks and support the customer service team as assigned.

PRINCIPAL ACCOUNTABILITIES

  • Answer incoming phone calls from consumers through our ACD (automatic call distribution) lines in a timely and professional manner

  • Respond to e-mail and letters from consumers originating at all consumer channels

  • Online retail order management and support

  • Proved product technical support to consumers

  • Data and Order entry as required

  • Place offline parts orders for product support generated from phone calls and email

  • Provide excellent customer service to consumers through strong verbal and written communication skills

  • Understand and follow standard operating procedures for assigned tasks

  • Collect, file and maintain documents and correspondence from customers

  • Process requests for Return Authorizations (issue RA#s) in compliance with K2 return and warranty policies

  • Communicate extensively with supervisor, sales managers and sales reps regarding status of orders

MINIMUM QUALIFICATIONS

  • Minimum of 2 years consumer sales experience (retail, online and/or call center)

  • Advanced skills in MS Windows applications, particularly Excel, Word, and Outlook

  • Experience with MRP systems

  • Consistent sense of urgency required

  • Ability to work well in a team environment and cross functionally

  • Detail oriented, conscientious, and self-motivated

  • Excellent follow through and persistence

  • Excellent time management skills

  • Ability to prioritize, multitask and escalate when needed

  • Initiative to improve processes and reduce costs

  • Overtime and/or an adjusted schedule may be required in peak season

DESIRED QUALIFICATIONS

  • Bachelors' Degree or related experience

  • Genuine interest and understanding of K2 products

  • 2-3 years experience with outdoor retail sporting goods, snow sports a plus

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Consumer Support Representative - Seasonal

K2 Technologies Incorporated