Columbia Sportswear Company Customer Experience Associate in Carlsbad, California

Customer Experience Associate

Tracking Code

260-938

Job Description

Overview of the Position:

The successful Customer Experience Associate is responsible for providing the customer support by telephone. The goal is to turn every customer into a loyal and lifelong prAna supporter by demonstrating expertise in the product and systems provided.

Essential Functions and Responsibilities:

  • Customer Sales and Service: e-Commerce, Influencer & Wholesale

  • Promptly and courteously answer incoming customer calls.

  • Interface directly with customers via phone, email or social tools.

  • Prepare for customer inquiries by studying products, services, and customer service processes.

  • Research and resolve all customer inquiries and complaints to ensure customer retention and satisfaction.

  • Help customers adjust information regarding their orders and account. This includes providing product information and suggestions.

  • Respond to customer inquiries by understanding the inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.

  • Enter/document inquiries and responses in customers’ accounts.

  • Improve quality of service by recommending improved processes; identifying new product and service applications.

  • Provide returns and warranty information, as needed.

  • Maintain constant communication with customer through email and phone conversations.

  • Upload and adjust online orders. Ensure fulfillment by following up on order turnaround and back orders.

  • Update and charge credit card info as needed.

  • Participate in training and team building exercises developed by management.

  • Support Wholesale Dealer Services during heavy traffic times and Sales Coordinator absence.

  • Department / Team Support

  • Help maintain systems for Customer Experience Department. This includes Full Circle, Merchant Tools and phone system.

  • Support Customer Experience Manager with training new and existing customer service staff.

  • Develop and maintain expert knowledge of current, past and future product lines.

Performs other duties as assigned.

Required Experience

Education and Experience Requirements:

  • Minimum 1 year experience in customer service

  • High school diploma, general education degree or equivalent

  • Computer skills, including proficiency in MS Office (Word, Excel) and MS Outlook

  • Ability to type

  • Basic math

Employee must be able to perform essential functions of position with our without reasonable accommodations.

**Please note: All candidates will be subject to a post-offer background check which may include, depending on position requirements, criminal history, credit history, driving record, employment verification, education and reference check.

EEO/AA Employer/Vets/Disabled/Race/Ethnicity/Sex/Sexual Orientation/Gender Identity/Age

Job Location

Carlsbad, California, United States

Position Type

Full-Time/Regular