Consumer Experience Representative

Job Description

JOB OVERVIEW

These Full-time role will work with all types of Simms and Stone Glacier customers, ranging from Guides to consumers and dealers, handling all inbound order processing, product recommendation and post-sale activities, such as product returns and warranty needs.

Additionally, you will have the opportunity to earn commission as a percentage of sales that you generate through your consumer interactions, including cross-selling, upselling, and understanding the products that best suit their needs.

These position sreports to the Customer Service Manager and is an in-house position, located in Bozeman

As the Customer Care Representative, you will have an opportunity to:

• Efficiently handles order fulfillment through all three channels in a timely manner with the highest level of accuracy
• Able to provide expert-level product knowledge to a variety of anglers, regardless of experience levels, and sell them into the right product based on their personal needs and goals and recommend appropriate care and maintenance
• Effectively balances a variable workload, shifting when necessary to meet the demands of the department and company
• Maintains a high level of professionalism while on the phone or communicating via email
• Diligently utilizes and understands Simms’ inventory management system, contact center and ticketing management system as well as individual channel ordering sites and associated features
• Looks for opportunities to improve overall customer experience by identifying and contributing to process improvements

You have:

• Strong customer service experience, preferably in the outdoor industry via retail or in-house sales/service
• Solid communication skills, both written and verbal
• Ability to problem solve and actively listen with a focus on win-win solutions
• Capacity to task switch quickly and efficiently, balancing a large inbound phone/email workload
• Technical aptitude with inventory management systems, Excel and other programs used to track, manage and process orders, product returns and inventory assessment
• Ability to quickly learn and understand the full product line, fabric technologies and expertly explain and recommend Simms products to a variety of anglers and experience levels

Pay Range:

$15.87 - $21.44

The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!

Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled