Company Overview

Obōz 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 = Obōz. 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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We are currently seeking a Customer Service Representative to support our operations team!

 

Position Overview

The Customer Services Representatives are the voice of Oboz to our Customers. The role helps our Customers find the best pair of footwear to purchase for their planned activities, works to resolve customer issues or complaints, and processes warranty claims.

The person in this role can work under pressure – while maintaining a professional, consistent and approachable demeanour.  Customer Services Representatives must be able to have positive interactions with all Consumers (people from diverse backgrounds, expressing frustration, challenges by our website or other technology, etc.).

While primarily Customer-facing, this role interfaces with other key departments including E-Commerce, product and development, and Dealer Services (for Retailer connectivity). Strong product knowledge mixed with comfort working in multiple computer systems is required.

The primary functions of this role include but are not limited to:

Brand and Product

  • Embody the brand – be True to the Trail
  • Through brand, Shoe 101 and other training – understand our brand values, core product, what makes our footwear unique.
  • Understand the product line architecture, end use, and fit well enough to make recommendations to Dealers and Consumers.
  • Try on demo and sample shoes to understand fit.
  • Utilize seasonal free shoes for employees to experience and mix of footwear styles.

Customer Service

  • Provide prompt response to emails, phone calls and online chats.
  • Listen with empathy and ask questions to gain full understanding of the Customer’s needs.
  • Warranty Claims – ascertain if the Customer’s description matches the warranty policy. If yes, follow process to create return authorizations, credits and replacement orders.
  • At times Customers can be challenging given their frustration with our product or perception of service – know when to escalate the Customer to a manager or take the ‘customer is always right’ philosophy literally.
  • Utilize the tools at your disposal to resolve Customer issues including returns, discounts on future orders, etc.
  • Partner with Customer Services colleagues to manage schedules – so that phones and emails are always covered during business hours.
  • When the volume of Customer calls/emails is expected to be high and/or during holidays, Customer Services Reps will be asked to work flexible or overtime hours.

Systems Knowledge

  • The role uses several systems and/or Excel sheets to manage emails, track orders, process returns and warranties and log product issues.
  • Be very familiar with the Oboz E-Commerce website – to understand the end user (Consumer) journey. Help Consumers navigate the website to select product through checkout.

Cross Department Collaboration

  • Meet regularly with the E-Commerce team to share Consumer feedback on usability.
  • During sale-periods, work with E-Commerce team to understand the sale parameters – to be able to communicate to Consumers if questions.
  • Interact with Retail Marketing and Outreach and Education to understand Consumer events – so that you can confidently answer any questions and help promote the events.
  • Connect with Dealer Services when Retailers call with questions or concerns.

What You Bring

  • Minimum of 1 year of frontline customer experience preferably in a product-based company. 
  • Outdoor industry product or footwear experience preferred.
  • Hands on experience with order entry, customer database management, online/phone interactions.
  • Ability to stay calm and professional in all interactions with Consumers
  • Comfort with flexible days – needing to respond to Consumers in real time
  • Interest in problem solving – backtracking through emails, orders and other details to solve Consumer issues

 

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. 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.


Compensation

As well as amazing footwear benefits and awesome folks to work with, Oboz offers a competitive compensation and benefits package including Medical, Dental, and vision, 401k retirement and paid time off.


Want to join us? 

Apply Here . Review of resumes will begin immediately and will continue until the position is filled.