Oberalp North America

Oberalp North America operates five premier outdoor brands - SALEWA, DYNAFIT, WILD COUNTRY, POMOCA, and EVOLV - in the U.S. and Canada.

Oberalp North America (ONA) is a wholly owned subsidiary of the Oberalp Group––a design & innovation focused outdoor product company headquartered in the heart of the Dolomites in Bolzano, Italy, with global operations. ONA handles the sales, marketing, operations, distribution, and customer service functions in the U.S. and Canada for five premier mountain sports brands within the Oberalp Group––SALEWA, DYNAFIT, WILD COUNTRY, EVOLV and POMOCA. 

Oberalp North America operates in a dynamic market environment, and we seek to work with people who share our hands-on, collaborative, solutions-oriented approach to business.

And, of course, we look for team members who share in our boundless enthusiasm for mountain sports and a stewardship ethic to protect the places we love to play.

POSITION SUMMARY

The Warranty Service Representative is responsible for providing excellent warranty service to our customers (wholesale dealers and consumers) and supporting our customer service team with daily consumer service activities. This includes providing warranty and customer service via ZenDesk, email, phone, and in-person interaction. The job entails receiving, assessing, repairing or replacing, and processing warranty product returns, as well as handling any relevant communication about the returns. This position will also support the preparation and maintenance of our winter and summer demo fleets of test products.

The Warranty Service Representative will report to our Customer Service Manager while collaborating closely with and supporting our Warranty Coordinator.

MAIN RESPONSIBILITIES & ACTIVITIES

Warranty Responsibilities

· Provide exceptional warranty and customer service to dealers and consumers in collaboration with our customer service team, Customer Service Manager, and Warranty Coordinator

· Receive, evaluate, repair or replace, and process warranty returns in a quality and timely manner

· Communicate with warranty customers and retailers by ZenDesk, phone, email, and in person in a positive, professional, timely, and satisfactory manner

· Ship and process warranty parts orders accurately and on time

Assist with tracking and reporting warranty trends and replacement part needs

· Serve as a technically capable contributor in any product retrofit or inspection projects. This may entail independent travel to our warehouse on a project basis

· Serve as an internal technical resource for our customer service and sales teams

· Maintain an organized and clean warranty area

· Suggest ideas for and implement process and capability improvements within our warranty department

· Minimize warranty costs while providing a high level of service

· Build our winter and summer demo fleet of test products. Order the product, mount (as needed), mark, and prepare the product for test use. Maintain the fleet in top condition over time. Assist with the shipment and return of demo products to sales reps, dealers, media, and other key users

Customer Service Responsibilities

· Provide excellent customer service to consumers

· Answer a high volume of ZenDesk tickets, emails, and phone calls in a positive, professional, and timely manner

· Answer questions about our products, brands, and company

· Process consumer and pro purchase orders and returns in the ERP system accurately and efficiently

· Release orders to the warehouse for shipment in a timely and accurate manner

· Communicate with the relevant parties (such as Accounting, Ecommerce team, warehouse) to resolve any issues on consumer orders and returns. Address and resolve any questions or issues involving the correct people in the organization as needed

· Assist with various customer service responsibilities as requested (pro purchase program support, shipping packages, etc.)

· Proactively resolve problems for customers

General

· Execute on any projects or tasks that may be assigned

· Attend and assist at tradeshows, sales meetings, sample sales, and other retail and consumer events as needed

· Learn, present, and be a technical expert about the Dynafit, Salewa, Pomoca, Wild Country, and Evolv brands and products. In addition to on-the-job training, the employee is encouraged to use, enjoy, and better understand our products outside of work

· Demonstrate proficiency with our computer systems and software, including our ERP system (Microsoft Navision)

· Regularly and frequently communicate with customers, sales representatives, sales management, accounting, warehouse, and other operational divisions within the business.

QUALIFICATIONS / KNOWLEDGE / EXPERIENCE REQUIRED

· Bachelor’s degree preferred

· Two to four years of customer service and/or retail experience, preferably in the ski or outdoor industries. Experience as a ski technician is a plus

· A proficiency for understanding the mechanical aspects and parts of our products and an ability to fix them in a complete and satisfactory manner. Specific hands-on experience with servicing and repairing ski boots and bindings is required. Proficient in mounting ski bindings to skis.

· Excellent written and verbal communication skills and strong interpersonal skills. Outgoing, social personality. Ability to establish strong professional working relationships

· Ability to work in a team environment

· Ability to work independently, take initiative, and make sound decisions

· Effective time management skills, including the ability to work efficiently, prioritize projects, and be self-motivated

· Strong organizational and computer skills, including Microsoft Office and general computer proficiency. Some ERP or equivalent experience preferred

· A passion for success, a positive attitude, an ability to solve problems, and a strong work ethic

· Flexibility and a willingness to help in any way possible are needed in our team environment

· Love of the outdoors. A specific passion for mountain sports such as backcountry skiing, climbing/mountaineering, and/or trail running is a plus

JOB SPECIFIC COMPETENCIES

Technical skills:

· Product knowledge of apparel, footwear, and ski and climbing equipment

· Mechanical aptitude to understand the function of and ability to repair ski and outdoor products

· Proficient in mounting ski bindings

· Computer skills, including Microsoft Office

Non-technical (soft) skills:

· Excellent communication skills (verbal and written)

· Capable of working in a team environment

· Operational, hands on mentality, high level of energy and a “can do” attitude

· Attention to detail / quality / accuracy

· Good time management skills

· Organized, structured, and able to work within deadlines

· Open-minded, flexible, and positive attitude

COMPENSATION

The company offers competitive compensation for the outdoor industry. In addition to a base salary and annual incentive, the candidate is eligible to participate in a comprehensive benefits program including healthcare, dental, vision, 401K retirement plan with a company contribution match, company-paid life and disability insurance, and generous gear discounts. The company offers paid vacation, holiday, parental leave, and sick time. The company also offers a number of unique perks such as paid + unpaid volunteer time and group outings including an annual company hut trip that reflect our approach to maintaining a high-performance business environment while leading an active outdoor lifestyle.

Boulder, CO

No Deadline Provided

No info provided