Outdoor Research
  • Customer Service
  • Seattle, WA, USA
  • Full Time

POSITION SUMMARY: Handle all dealer and sales rep telephone and email inquiries about products, orders and returns in a timely, accurate and professional manner. Analyze sales data and make proactive sales accordingly and maintain and update order entries, and resolve discrepancies in orders and billing.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Respond in a timely, professional, and positive manner to all forms of inquiries regarding Outdoor Research orders and products, including but not limited to new purchase orders, product availability inquiries, product information, shipping status, warranty/returns, etc
  • Ensure accuracy of orders, returns, customer accounts, and all other related transactions. Work with finance, planning, marketing, sales, and shipping/receiving departments to set up and manage accounts, provide necessary reporting, and communicate issues that affect shipment of orders, customer/dealer relationships, and revenue.
  • Support territory sales reps through proactive and regular review of open orders and exception reports. Notify customers accordingly and resolve issues in a timely manner
  • Update pre-season orders per customer and/or sales rep request per the department procedures
  • Process returns/warranties and exchanges per department procedures, using proper codes to categorize reason for return correctly. Proactively communicate persistent quality control issues within the department and to other departments as necessary
  • Establish and maintain positive working relationships with coworkers, outside sales reps, and all other contacts with which you interact.
  • Gain in-depth knowledge and understanding of all Outdoor Research products and the brand story through participation in on-site and off-site product training events and clinics

MINIMUM QUALIFICATIONS:

  • One to two years experience in high volume account and order management using an ERP system where accuracy is a must
  • Familiarity with Outdoor Research Products or with the outdoor industry a plus
  • Excellent computer skills with spreadsheets, word processing and MS Office Suite
  • College Degree or equivalent experience
  • Energetic and customer focused
  • Must be able to communicate easily and clearly in English
  • Must be able to legally work for any employer in the United States of America

INTERACTIONS:

This position primarily interacts with the following internal departments: Sales, Information Systems, Quality Assurance, Accounting, Product Development, Warehouse, and Planning

This position primarily interacts with the following external persons or agencies: Outside Sales Reps, OR Retailers

COMPETENCIES:

  • Strong organizational, accuracy, and problem solving skills
  • Flexibility and ability to work independently
  • Self managed and self motivated, yet exhibits ability to work in team environment
  • Capable of delivering an extraordinary experience to all internal and external customers
Outdoor Research
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