Customer Service Representative - Part-time
Posted by Oboz Footwear on 03/27/2023
Job Basics
Industry Sector: Outdoor
Job Categories: Customer Service
Company Type: HardGoods/Equipment
State: MT
City: Bozeman
Country: United States
Required Experience: 1 - 3 years
Job Type: Part Time
Salary:
Required to Relocate: Yes
Required to Travel: No
Employee May Telecommute: No
Job Seeker Must Live Within: 25 miles
Job Description & Requirements
About Oboz Footwear…
Oboz Footwear is a wholesale brand founded in 2007. Our home, Bozeman, Montana, is an outdoor adventurer’s paradise and is what motivates us to lace up daily to explore the 18 million acres of Greater Yellowstone Ecosystem that surround us. Bozeman also inspired our name: Outside + Bozeman = Oboz. The four points of our compass—People, Community, Foot, and Experience—guide everything we do in staying “True to the Trail.” We also plant a tree for every pair of footwear sold and have since our beginning.
We are an Equal Opportunity Employer, and all applications will be reviewed based on skill and qualifications for the role. As the “True to the Trail” brand, we are committed to being true to our people and hiring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status.
Our HQ is powered by clean wind energy – 100% of our office power comes from wind farms in Central Idaho and Washington. We carbon-offset our shoe shipments, employee travel and the office utility bill. And the shoes we don't sell make a difference, too – we donate our unsellable (but still trail-worthy) shoes, partnering local and national non-profits to find feet in need.
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Oboz Footwear is looking for a part time Customer Service Representative to join the team and focus on warranties and return authorizations.
About the role…
This part-time role is responsible for processing warranty and return requests from consumers. These are manual processes requiring interaction with consumers via phone and email, and data entry into several systems. Following standard operating procedures, this position will ensure communication and resolution of all warranties and return requests in a timely manner. In processing warranties, detailed product knowledge is required – the person in this position should have an interest in Oboz footwear.
Given the timeliness of the tasks, there will be required days to work while also having some flexibility.
The primary functions of this role include but are not limited to:
· Communication: Provide prompt response to email, phone calls and online chats. Offer accurate answers and demonstrate empathy. Listen and ask questions to gain full understanding of the consumers’ needs.
· Professionally respond to online inquiries using clear, understandable language and a friendly, Oboz approach.
· Warranties:
o Understand Oboz warranty policy.
o Based on product knowledge – identify if the request meets the warranty definition.
o Process all warranty claims including return authorizations, credits, and replacement orders.
o Track warranty data for Product Development.
o Attend feedback sessions as required.
· Return Authorizations (RAs)
o Returns from consumers require manual creation of replacement orders and credits. This role will be responsible for the data entry related to RAs.
o This process requires timely and repetitive entry.
· Reporting: Report trends, recurrent issues/complaints to Customer Service Manager. Track warranty data for Product Development.
· Product Knowledge: By understanding the product line architecture, end use, and fit be an expert on the Oboz product line and solutions to enable excellent recommendations and consultations for Oboz Customers.
About you…
· Bachelor’s degree or high school diploma with minimum of 3 years of customer service experience preferred.
· Minimum of 1 year of frontline customer experience preferably in a product based company.
· Outdoor industry product experience preferred.
· Hands on experience with order entry, customer database management, online/phone interactions.
Company Social Responsibility
· Display an active commitment towards brand purpose and values.
· Embrace opportunities to introduce new, sustainable ideas for innovation.
· Support the promotion of human rights throughout the business.
· Acts without delay to address serious human rights and labor rights violations that threaten the safety and wellbeing of Oboz employees, customers or those working in factories as part of the Oboz global supply chain.
· Follow all company procedures and policies as specified in the Oboz company handbook and support company efforts in all environmental, social and governance (ESG) actions.
Company Culture
Oboz has a small but growing family-feel team. We are collaborative and thrive on cross-functional relationships. We care about our customers, the outdoors, and each other. Our office is relaxed and non-conventional with a dog-friendly culture and we have world class trails right outside our front door. We love the outdoors and are passionate about doing the right thing for a more sustainable world for us all to share. Oboz is also committed to a diverse, equitable and inclusive workplace. We are proud of our amazing brand, and we want to share our success with other passionate people who enjoy working in a fast-paced industry and share our company values.
About Oboz Footwear
Oboz Footwear is a wholesale brand founded in 2007. Bozeman, Montana is an outdoor adventurer’s paradise and it’s our home. It's what motivates us to lace up daily and explore the 18 million acres of Greater Yellowstone Ecosystem that surround us. A vast and breathtaking landscape just waiting to be explored on two feet. Bozeman is where it all started and it’s what inspired our name. Outside + Bozeman = Oboz.
True to the Trail, and the four points of our compass; our people, your foot, the community, and the experience, guide everything we do.
