Customer Service Representative
About Obōz…
Obōz 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 = Obōz.
About the role…
The role of Customer Service Representative, reporting directly to our E-Commerce Manager based in our office in Bozeman, Montana. The role will help 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. Day to day responsibilities include;
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.
About you…
- 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
Perks & Benefits…
As well as amazing footwear benefits and awesome folks to work with, Obōz offers a competitive compensation and benefits package including Medical, Dental, and Vision, 401k retirement and paid time off.
How to apply…
Obōz has a small but growing family-feel team. We care about our customers, the outdoors and each other. We love the outdoors and are passionate about doing the right thing for a more sustainable world for us all to share. Are you in? Obōz is committed to a diverse, equitable and inclusive workplace. APPLY HERE.