Customer Service Representative
Company: Black Diamond Equipment LTD
Location: Salt Lake City
Posted on: April 9, 2021
The customer service representative will answer incoming
customer service phone calls, communicate via live chat, and answer
incoming customer emails. Make sure all customer communication
channels are being monitored and answered in a timely, and
efficient manner. Assist the e-commerce team with administrative
functions related to direct-to-consumer sales. Act in a capacity as
company liaison between the general public, outdoor industry
professionals and Black Diamond.
Answer incoming customer service phone calls, live chats, and
Responsible and authorized to communicate and research technical
questions and knowledge of all Black Diamond products with the
aptitude to complete research on and gain knowledge and
understanding of competitor products.
Complete customer requests in a timely manner, and if you are
unable to solve the request, you will advance the inquiry to the
Attend product demonstrations/training courses with Category
Directors for Customer Service and DTC Sales team.
Assist DTC Sales with Fraud Protection, organizing bulk sales,
order inquires, and adjusting to seasonal growth between
Responsible for investigating, and using order queries, billing,
miss-ship errors, and tracers. Process and manage non-warranty
returns, refunds and credits.
Assist with Marketing Department efforts on Black Diamond's website
with proofing, copy writing, related gear selections, corrections,
updates, sales and other promotions.
Support Black Diamond's professional purchase program including
supervising customer service, supervising order inquires.
Required: High School Diploma, GED
Preferred: 4 years College, or bachelor's degree
Required: 1-3 years of customer service and sales experience in the
Outdoor industry with a minimum of 1 year work experience in online
and direct to consumer sales and email marketing.
Skills and general experience:
Requires in-depth technical comprehension of Black Diamond products
from a company philosophy, design, service, warranty/repair and
user standpoint with the ability to competently and professionally
communicate this knowledge verbally as well as electronically.
Excellent written and verbal communication skills are mandatory. A
technical knowledge of skiing, climbing and backpacking techniques
and equipment is mandatory. Knowledge of company and competitor
products is essential. Ability to multi-task projects and follow
through to the finish without supervision is essential.
Additional experience preferred:
Computer literacy with emphasis in Microsoft Windows operating
systems, including, but not limited to: Outlook, Excel, Teams, and
Word. Ability to quickly and accurately search the internet for
additional information with regards to competitor's products is
also a plus.
At BD, benefits begin on the first of the month following your date
of hire with a generous portion of medical and dental paid for by
BD. You also will get employer paid life insurance, Short and
Long-Term Disability, as well as other wellness benefits, 401k,
vacation and wellness time off, and company paid holidays. If that
isn't enough, we are also a pet-friendly workplace with a casual
dress code! If your passions are also in the outdoors, then you
will also enjoy employee discounts on BD gear and apparel.
Black Diamond Equipment, Ltd is an Equal Opportunity employer. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex; including sexual
orientation and gender identity, national origin, disability,
protected Veteran Status, or any other characteristic protected by
applicable federal, state, or local law.
If you are a qualified individual with a disability or a disabled
veteran, you have the right to request an accommodation if you are
unable or limited in your ability to use or access our career
center as a result of your disability. To request an accommodation,
contact a Black Diamond Equipment HR representative.
Keywords: Black Diamond Equipment LTD, Salt Lake City , Customer Service Representative, Hospitality & Tourism , Salt Lake City, Utah
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