Consumer Customer Service/Warranty Manager

Arvada Colorado
Required Experience: 2 year(s)
Employment Type: Full-Time
Salary Range: $40000.00 - $50000.00 per Year
Posted 12 days ago

HESTRA is one of the leading international glove brands in skiing, outdoor recreation and leisure. We also develop gloves for a variety of other applications ranging from construction work to high-end dress styles. The company is headquartered in Sweden and has subsidiaries in the United States (Arvada, CO) and Germany as well as agents, distributors and retailers in over 30 countries. Hestra’s success is the result of an unwavering commitment to product quality and committed service to our retail partners. Learn more at hestragloves.com.

The Consumer Customer Service Manager at Hestra USA is the supervisor for direct inquiries from consumers using our products. The most common daily interactions with consumers include responding to consumer product inquiries and making product recommendations and helping consumers understand and navigate Hestra’s warranty protections and processes. Additional duties include but are not limited to: owning communication with all Hestra consumers, working creatively to solve problems, learning how a top-tier brand in the outdoor industry operates from the inside out, and supporting Hestra’s operations wherever necessary - from warehouse floor to trade show floor - as needed.
Responsibilities - Consumer Customer Service/Warranty Manager:
-- Reply to all consumer phone, chat, and email inquiries promptly, courteously, and knowledgeably
-- Always provide positive customer experiences, even under negative circumstances
-- Quickly develop a superior level of product knowledge to understand the product extensively and make educated recommendations
-- Manage inventory, process and invoice orders from national vendors as needed
-- Reach beyond departmental boundaries to find solutions and answers that may be outside of the scope of sales, support or operations
-- Maintain customer contact information within our ERP system
-- Manage warranty program
-- Own all communication with consumers, including consumer chat, phones, and emails, and warranty case email communication
-- Work as a member of the internal customer service and sales teams
-- Track and process website orders daily
-- Train and supervise any potential new hires within the customer service team

Orientation
Learn the business and its product offerings and become a Brand champion
Understand the critical aspects of Hestra’s products and be able to communicate them intelligently to both clients and the management team

Teamwork
Build relationships with others in the company – including members of other departments – to get results
Attend industry trade shows annually (Light Travel)

General Requirements
• Two or more years experience in customer service
• A strong understanding of E-Commerce
• Excellent computer skills – Microsoft Office Suite, NetSuite ERP experience highly desirable
• Ability to have fun in a hectic environment and put customer needs first
• Strong ability to learn new technologies quickly enough to make intelligent decisions
• Excellent organizational skills
• Excellent communication skills, both written and verbal
• Ability to multitask, prioritize and work around deadlines
• Ability to remain professional, confident and patient at all times
• Adept at being a team player
• Competent at working effectively and contributing value with limited direction
Flexible PTO and Holidays
Heath,Dental Insurance
Matching 401k
Colorado based