Sea to Summit is an award-winning Australian brand and manufacturer of innovative, meticulously engineered outdoor gear designed for adventures at every altitude. Our ethos - ‘to equip and inspire’, applies to everything we do. We create things that are nimble and light, and we seek out new challenges while welcoming fresh thinking. We pass on our collective experiences - by designing equipment that brings you closer to the outdoors. Sea to Summit was established in 1990 and currently has offices in Western Australia, North America, Germany, and China. 

• Respond to inbound inquiries and calls, providing accurate and timely response to their warranty, returns, and spare parts requests 
• Maintain a professional and courteous relationship with consumers to engage them and to truly understand their product needs
• Handle assigned incoming consumer warranty, spare parts, and returns requests
• Learn and develop mastery on in-house product warranty repairs and help Sea to Summit stand by our ethos of minimizing our environmental impact
• Partner with Warranty Lead to develop and maintain clear reporting on product warranties  
• Manage all aspects of product returns including issuing of R.A.s, receiving and examining returns, logging the warranty details, and issuing credits or replacements as deemed appropriate
• Communicate frequently with internal departments for timely resolution of issues so the service expectations of the consumer are met or exceeded
• Provide answers to technical product questions and assist consumers with product use
• Develop a comprehensive understanding of all Sea to Summit products
• Answer general incoming phone calls and transfer to the appropriate team member
• Interface with Australian counterparts for information about rolling changes to products
• Assist with data entry and general customer service functions as needed 
• Partner with Warranty Lead and warehouse staff on spare parts and warranty order fulfillment
• Assist with other duties as assigned 

• Two years of experience in a customer facing role
• Experience in a consumer warranty relations role or specialty outdoor retail sales is highly preferred
• Excellent written and verbal communication skills 
• Exceptional active listening and organizational skills
• Have experience writing concise and engaging emails
• Comfortable and professional when speaking with consumers on the phone
• Have a friendly and positive attitude 
• Aptitude for learning and understanding technical product information
• Strong understanding of technical aspects of outdoor equipment and technical product knowledge
• Possess strong critical thinking skills and be highly detail oriented
• Proficient with MS Office Suite (Excel, Word, Outlook) and Adobe PDF
• Experience with data entry in an order management system - SAP ERP or CRM is a plus
• Self-motivated and takes initiative
• Flexible and adaptable when facing changing priorities in a fast-paced environment
• Ability to solve problems and bring new ideas to the team