Columbia Sportswear Company Customer Experience Associate in Carlsbad, California
Customer Experience Associate
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.
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
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
Carlsbad, California, United States